Manager Retail & On-Site Experience

A NEW BREED OF ENTERTAINMENT

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

JOB SUMMARY

Manager Retail and On-site Experience is responsible to ensure our team delivers exceptional service and an elevated experience to all guests that visit our locations.  This position will lead onsite guest experience operations at Woodbine Racetrack and Woodbine Mohawk Park.  This position is a hands-on role that actively participates in leadership decision-making, collaboration, and goal setting with cross-departmental managers and directors

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KEY ACCOUNTABILITES

Employee Management (Supervisors & Hourly Employees)

• Recruitment of high performing employees

• Provide leadership and direction to the team to, manage, assess and monitor overall staff performance and identify areas for improvement

• development and additional training

• Responsible for the scheduling of supervisors and employees to ensure that operational requirements and the onsite guest experience is first-class

Guest Relations | Customer Care

• Resolve guest complaints in person, by phone or through written message, handling all guest interactions with the highest level of hospitality and professionalism

• Proactively contact guests when internal departments report incidents (ie. LOB, Guest Claims, etc)

• Propose responsible solutions exceeding guest expectations with a low cost / no cost

• Represents guests concerns with internal legal department to mitigate risk by presenting solutions before matters escalate to legal pursuit

Live Racing & Simulcast Grandstand Operations

• Leads weekly operations meetings to ensure a race ready culture with a focus on preparing and providing the best customer experience when visiting the site

• summarizes daily racing schedule and onsite events

• communicates guest feedback

• proposes resolutions and improved practices to elevate the racing experience

• Effectively lead a team of Guest Service Supervisors and Employees and the delivery of face-to-face service and assistance to the organization's customers by providing motivation and direction such as assigning, prioritizing work, monitoring work performed, dealing with routine issues

• Monitors and ensures the guest service team is delivering communication and engagement for corporate initiatives (wagering, loyalty initiatives, etc)

QUALIFICATIONS

• 5 years experience in a similar environment

• 2 years leadership experience in Hospitality or Guest services

• Post secondary education in a related field (Business Management)

• Excellent written and verbal communication skills – instructing, advising, guiding and educating team members and guests

• Exceptional Guest Service and issue resolution skills vital to success in this role

• General knowledge of horse racing and wagering an asset

• Working knowledge of POS terminals and financial reporting

• Strong ability to work under pressure and multitask

• Advanced decision and problem solving skills;

Reason for Vacancy: Replacement

Salary: The target hiring salary range for this position is $70,000 - $79,000. This range is not a guarantee of compensation. Final placement within the range depends on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

We use AI-powered resume screening software to help identify qualified candidates based on the criteria in this job posting. All applications prioritized by the system are subsequently reviewed by our hiring team to ensure a fair and human-centered selection process

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.