Senior Manager, Fitness and Recreation Services

Job Category
M&P – AAPS

Job Profile
AAPS Salaried – Business Operations, Level D

Job Title
Senior Manager, Fitness and Recreation Services

Department
Recreation tendersglobal.net Athletics and Recreation

Compensation Range
$7,071.58 – $10,169.00 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date
January 24, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary

This position is responsible for senior leadership and strategic planning of 4 recreation facilities including: the Student Recreation Centre (SRC), Student Recreation Centre North (REC North) the ARC and Ponderosa Commons studio. Specific responsibilities include managing and leading the facility and fitness centres’ operations, hourly and salaried staff complement, safety, risk, facility rentals and allocations, contract users, events, and drop-in and fitness programs across the 4 recreation spaces. The newest addition to these facilities, REC North is a new building which houses state-of-the-art equipment and recreational opportunities including three full gymnasiums, 24,000 sq ft Fitness Centre, strength and cardio equipment, functional training, multipurpose spaces, 3 lane running track and more. This is a larger, more active student recreational facility which in addition to fitness and recreation programming, will facilitate drop in programs, Kinesiology academic classes, Varsity practices, external and student group bookings.

The Senior Manager, Fitness and Recreation Services is responsible for leading the financial performance and revenue generation of these centres and for implementing and analyzing policies and procedures to maximize fiscal operating efficiencies. The position is also responsible for managing client, stakeholder and partner relations and a $4.5M yearly operating budget. The incumbent will be responsible for developing a 5-year strategy for the 4 recreation facilities and programs and will lead the implementation of this strategy. 

This position will require evening and weekend work and will have flexibility related to desk and field work. This position works primarily out of an office located in REC North, as well as flex spaces available in the SRC and ARC.

Organizational Status
Athletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 125 employees and is led by a strong cross-unit management team. It services over 60,000 students through recreational programming, 26 varsity teams, and 13 competitive clubs along with thousands of members of the UBC community.
Work Performed

VENUE OPERATIONS

• Manages and strategically plans the 4 recreation facilities: REC North, SRC, ARC & Ponderosa Studio. Develops, implements and evaluates the venue’s annual goals and operational strategy which supports the department’s goal of financial viability and customer satisfaction.

• Oversees the establishment and evaluation of operational systems and practices and the management of these to ensure delivery of efficient and cost-effective, high-quality services to members and guests.

• Identifies gaps, develops and implements new procedures and/or policies as required.

• Manages and takes ownership for the health, safety and risk management of clients and staff within the venue. Responsible for ensuring safe work procedures are in place and followed; represents the employer as required on the department Joint Occupational Health & Safety Committee.

• Liaises with campus and community stakeholders and local enforcement agencies (RCMP, Fire, Campus Security, etc.) to ensure effectiveness of operational plans.

• Provides management representation and leadership on facility development/policy assignments; ensures compliance by relevant parties; represents management on special and ad hoc committees such as the REC North Management Committee, and labour and risk management.

• Negotiates contracts and liaises with external business groups including suppliers, contractors, and consultants.

• Participates in recreation and facility team meetings, conducts staff meetings and organizes regular training sessions.

• Directs the work of contracted agencies and construction companies throughout the duration of projects. Checks to ensure work is completed in accordance with requirements and specifications

BUSINESS OPERATIONS & FINANCIAL

• Develops and executes a revenue management strategy to increase the financial performance in the 4 recreation facilities and relevant recreation programs.

• Oversees the student / patron / customer in-person and virtual experience, including the accurate and timely entry of all Xplor Recreation public information, and developing a system for tracking / evaluating this process.

• Prepares, monitors and is held accountable for detailed facility and program budgets; provides input to annual budget planning and projects and prepares related reports throughout the fiscal year; recommends alternative service models, staffing levels, revenue sources and/or efficiency gains.

• Prepares five-year business plan for the 4 recreation facilities and relevant recreation programs that specifies staffing needs and identifies growth opportunities. Oversees establishment of operational systems and management of them to ensure delivery of efficient and cost-effective high-quality services to students and customers.

• Manages and reviews the cost efficiency of each initiative with a view to streamlining for the highest efficiencies.

• Strategically manages all 4 recreation facilities’ bookings in order to balance student needs and maximize revenue and streamline operations. Specific responsibilities include: liaising directly with key customer groups regarding rental rates, booking and schedules. Administers contracts, partnerships, policies and collective agreements.

• Establishes rates, fees and pricing for admissions, programs & membership and training packages. Does market research to ensure UBC is in line with related industry leaders.

• Oversees the strategic direction of fitness programs, instructional classes, personal training and drop in sport programs and activities including providing leadership on program policy, procedure, rules, standards, and the tactful handling of all participant disciplinary issues.

• Develops and implements new programs utilizing the rec centres’ facilities in conjunction with the fitness and operations teams.

• Oversees the front desk retail operations. Works with staff to ensure retail operations are maximizing revenue through merchandising and other product/service sales.

• Identifies and pursues new revenue opportunities and initiatives. Examples could include: off-campus expansion, new facilities, and new programs. Takes a leadership role in designing new ways to deliver services.

• Establishes and maintains effective communication with the AMS (Alma Mater Society), UNA (University Neighborhood Association), varsity coaches, Athletics and Recreation staff, contractors, stakeholders, community groups and the general public in order to enhance operational efficiencies within the framework of Athletic and Recreation facilities and the applicable collective University agreements, and community partnerships.

• Liaises with all customers both internal and external, to ensure their satisfaction and resolve issues around customer service problems. Work closely with the community-based unit in servicing the needs of the campus community.

• Ensures day to day operations are consistent with mandate, structure, resources and revenue requirements of the unit.

STAFF MANAGEMENT

• Oversees the recruitment, hiring, training, management and evaluation of the management staff in Facility, Fitness Programs and Operations unit areas and administrative support staff. Staff reporting into this position oversee the administration and management of 250+ front desk staff, facility staff, instructors, personal trainers and program leads.

• Monitors standard operating procedures and work methods, ensuring consistent, high quality standards.

• Sets performance goals and coaches employees to achieve desired results. Conducts performance reviews and provides constructive feedback to employees.

• Creates and promotes a positive, learning and collaborative team culture.

• Establishes and monitors attendance management goals within the group; meets with employees to address and resolve attendance problems.

• Ensures the maintenance of operational and administrative records such as daily attendance records, checking time sheets of direct reports for accuracy and completeness and ensures that subordinate supervisors perform same; authorizes overtime, vacation and monitors expenditures to keep within the budget.

• Provides leadership in the resolution of disputes; meets with employees to resolve disputes and administers appropriate collective agreements.

• Provides coaching on a timely basis; develops goals and expectations, identifies training and development, includes all aspects of OH&S, technical, and administrative requirements.

GENERAL RESPONSIBILITIES

• Ensures all operations meet and exceed compliance requirements including those related to PCI and Privacy.

• Implements marketing and promotion initiatives in coordination with the Marketing team. Liaises and coordinates with other staff and students to execute initiatives.

• Evaluates effectiveness of promotional campaigns and makes future recommendations.

• Actively pursues and attends opportunities and events to enhance the venue’s profiles including new releases, orientation and information fairs.

• Prepares and distributes important information about the 4 recreation facilities to stakeholders and the general public.

• Leads on creating and compiling all evaluative and assessment data related to rec centre experiences.

• Assists in the developing, implementing, monitoring, and evaluation of departmental policies and procedures.

• Plays an active role in furthering UBC Athletics and Recreation’s vision, values and strategic objectives through facility and staffing initiatives.

• Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis

• Attends meetings, staff training retreats and completes other tasks as necessary.

• Other duties as required or assigned

Consequence of Error/Judgement
Makes independent decisions and recommendations in areas of budgets, planning, organizing and scheduling of work. Exercises judgment and tact in dealing with the public, staff, faculty members, students and external vendors. This position represents the department of Athletics and Recreation, the students, and the University. Incorrect decisions/judgment will directly affect Athletics and Recreation and UBC’s reputation within the community at large. Incorrect decisions would have impact on the operations of the facility and reputation of the department and the University.
Supervision Received
Works autonomously. Work is reviewed in terms of achievement of defined goals under the general guidance from the Director, Intramurals and Recreation.  Supervisor provides guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the incumbent. Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.
Supervision Given
Responsible for recruiting, interviewing, selecting, training, supervising, and evaluating staff.  Manages full time, part time staff, student staff and admin support staff.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of six years of related experience, or the equivalent combination of education and experience.
– Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

– Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• University degree in Recreation, Sport Management or Kinesiology, with supplementary training in Commerce/Business Administration.

• Experience in managing high profile facilities and knowledge of standard building management processes, systems and procedures.

• Considerable supervisory experience gained through progressively more responsible positions in the area of Recreation or Sport program development with an emphasis on service delivery.

• Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources.

• Experience with fitness centres, fitness programs, and recreational programming.

• Demonstrated financial accountability and financial fluency.

• Demonstrated ability to build partnerships and alliances with peers, partners, business communities, association partners and staff.

• Demonstrated skills and competencies in planning, organization, and project management; leadership and staff and team development; coaching and facilitation; and customer service.

• Ability to exercise initiative, tact and diplomacy. 

• Demonstrated self-starter and ability to be innovative, flexible and entrepreneurial.

• Strong leadership, communication, organizational and time management skills required.

• Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job. 

• Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines.

• Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve.

• Ability to carry out negotiations and interest-based conflict resolution.

• Demonstrated experience in applying policies and collective agreements working in consultation with Human Resources.

• Strong computers skills essential including working knowledge of Microsoft Office Suite (including SharePoint).  Previous experience with Xplore Recreation is an asset.

• Must possess a full Class 5 driver’s license.

• Excellent oral and written communication skills and experience with copywriting is an asset.

• Able to lift or move heavy objects of approximately 50lbs.

• Knowledge of pertinent WCB and OH&S standards.