University of British Columbia Operations Coordinator, Thunderbird Sports Centre Full Time in Vancouver, BC

University of British Columbia

Branch Vancouver BC CA

Operations Coordinator, Thunderbird Sports Centre
Vancouver, BC

Pre-event and onsite liaising with clients, contractors and event staff and working closely with internal and external groups to ensure that event goals and…

This position with work with both the Doug Mitchell Thunderbird Sports Centre and the Facility Leadership Team unit within the Department of Athletics and Recreation. Responsible for overseeing the front of house operations of the Doug Mitchell Thunderbird Sports Centre, this individual’s responsibilities include venue operations, student staff management, maintaining standards for customer service, project management and oversight on the sport shop retail operations. This position is responsible for creating operational plans and also for generating revenue through bookings and retail operations. This position also oversees all retail related aspects of the Doug Mitchell Thunderbird Sports Centre including the administration and auditing of the CLASS software POS, registration and facility rental systems, cash reconciliation, cash handling, inventory management, sales reporting, and management of the online registration system. This individual must be able to generate new ideas and be results oriented. This position will require evening and weekend work as necessary. This role often requires inspections of certain areas within the facility. The person filling this role should expect to be at their desk only 75% of the time.

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 100 employees, and is led by a strong cross-unit management team. It services over 20,000 students through recreational programming, 24 varsity teams, 13 competitive clubs (from Sept 2015), along with thousands of members of the UBC community.

The Operations Coordinator will report directly to the Senior Manager, Operations and Programs, and the Senior Manager, Facility Events and Services.

Work Performed

– Oversees the entry of all content on the CLASS system and develops entry guidelines and procedures. Control of the audit process; this individual is responsible for ensuring the accuracy and validity of all content on the CLASS system adhere to determined timelines and guidelines.
– Manages staff entering all program registrations through the Doug Mitchell Thunderbird Sports Centre. Audits to ensure accuracy of transactions.
– Coordinates communication, technology and other resources required to manage CLASS and other operational systems to maximize operational efficiency.
– Hires, trains, manages, evaluates and terminates Doug Mitchell Thunderbird Sports Centre student staff who will act as information officers, cashiers and facility staff.
– Develops and updates manuals/online resources to assist in the training of Doug Mitchell Thunderbird Sports Centre Staff and other Full Time Staff – including a Point of Sale manual, CLASS standards, and a facility supervision manual.
– Leads all aspects of customer service including the implementation of a program wide customer service plan.
– Uses CLASS to analyze the trends in product demand and orders retail product accordingly for the Operations Centre. Uses CLASS to provide analysis of registration trends and makes recommendations for changes.
– Ensures that refunds, waitlists and general participant communication are focal points of operational systems. Develops approval process for refunds and works with program coordinators to approve or reject all such requests based on established policies and procedures.
– Ensures that all payment processing takes place in a secure environment and that clear and effective cash handling procedures are in place and strictly followed.
– Manages revenue targets and building expenses including all sales and inventory accuracy. Manages the Sport Shop budget, including revenue targets and expenses in a fiscally responsible manner.
– Develops and implements marketing plans for new products that are sold at the desk-Coordinates communication, technology and other resources required to manage CLASS and other operational systems to maximize operational efficiency.
– Organizes and promotes the long term drop-in program strategy with a focus on revenue generation and student utilization.
– Makes decisions on equipment purchases and works closely with suppliers
– Plays an active role in furthering the Athletics and Recreation’s mission and vision through facility and staffing initiatives.
– Maintains fiscal accountability, assists in the preparation of budgets, and reconciles all assigned accounts on a monthly basis.
– Oversee TAHL and TYHL league administration handled by Operations Staff. Work with Hockey Coordinator to ensure needs of the league program are serviced accordingly on a day to day basis.
– Creates operational plans focusing on facility administration and revenue generation.
– Pre-event and onsite liaising with clients, contractors and event staff and working closely with internal and external groups to ensure that event goals and objectives are met.
– Provide facility tours, quotes and other related documents to potential renters and clients.
– Establish communication protocols and operating procedures for events through the coordination of event plans, information, vendors, suppliers and daily run sheets for events.
Manage, direct and coordinate the work of vendors, staff and contractors during the event.
– Provide event related training and orientations for all non-UBC staff working in the facility.
– Liaises with external business groups including: suppliers, caterers and 3rd party event organizers.
– Liaises with campus security, parking and all other on event partners to ensure communication and security for campus events.

Supervision Received

The Senior Manager, Operations and Programs along with the Senior Manager, Facility Events and Services give guidance and direction to the position, but the execution of responsibilities is solely that of the incumbent. Due to the magnitude of the program, the incumbent is empowered to execute their responsibilities and work independently.

Supervision Given

Hires, trains, manages, evaluates and terminates Doug Mitchell Thunderbird Sports Centre student staff.

Consequence of Error/Judgement

This position is vitally important to the daily operation of one of the most heavily used facilities on campus. A standard of customer service is vital to ensuring customer satisfaction. In addition, all decisions relating to facility maintenance and management could ultimately affect the safety of those using the Doug Mitchell Thunderbird Sports Centre. This position is responsible for ensuring that this facility remains safe and therefore is required to make extremely important decisions regarding the building as well as those that frequent the building.

Additionally, this person is heavily involved in the cash handling and accounting of all sales that are transacted by this program. This person will be responsible for the hiring and supervision of the retail associates who are dealing with large sales volumes on a daily basis. Their judgment of character and ability to assess the work of others is paramount in ensuring that this program remains sustainable.

If any part or portion of this person’s duties is neglected, severe consequences will be felt not only by the program itself, but potentially, also by participants and patrons of the facility. The improper execution of details associated with the management of the Doug Mitchell Thunderbird Sports Centre operations could result in a tarnished program and university image.


Undergraduate degree in a relevant discipline. Minimum of two years experience or the equivalent combination of education and experience. Experience in a recreation setting with an emphasis on program and facility management. Working experience with CLASS software (The Active Network) required. Previous supervisory experience in facility operations, part time or student employee management and retail management also strongly preferred. Demonstrated self-starter. Strong computer skills essential including working knowledge of Microsoft Office Suite, including proficiency or familiarity with CSS, HTML, WordPress and/or other CMS. Strong financial, organizational, and time management skills required. Experience in the management and marketing of a variety of recreational events and activities is an asset, as is a familiarity with UBC. A working knowledge of Adobe Creative Suite (InDesign, Photoshop, Illustrator). Excellent oral and written communication, interpersonal and organizational skills. Demonstrated conflict resolution skills. Ability to work well both as a member of a team and independently. Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines. Event management experience, client servicing, project management and logistics experience highly recommended. Experience managing, motivating and supervising staff. Strong financial, project management, organizational, and time management skills required. Ability to effectively manage multiple tasks and priorities under pressure to meet deadlines in a hectic environment, exercising confidentiality, sensitivity, tact and discretion. Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job. Ability to work cooperatively both within the Athletics and Recreation department, the UBC community and with external stakeholders. Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve. Ability to analyze a variety of situations and develop and execute appropriate strategies for implementation. Flexible approach to work; willingness to work irregular hours as and when necessary.

UBC hires on the basis of merit and is strongly committed to equity and diversity within its community. We especially welcome applications from visible minority group members, women, Aboriginal persons, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

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Employment Type: Full Time
Location: Vancouver, BC, CA
Posted on: 2015-09-24
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