H2O Hilton Sports Center Manager 

The Hilton Sports Center manager, under the direction of the General Manager, is responsible for overseeing H2O’s Hilton Lac Leamy Contract. This individual will ensure that the services promised to the Hilton are being delivered to the highest possible quality. With that, the manager will also act as the quality control officer to ensure that contractual obligations are being met with the high quality of service that H2O guarantees its clients. 

Key responsibilities 

Improvement, Sales, and Client Liaison 

• Manage sports center memberships throughout its lifecycle 
• Create monthly management reports and deliver to the general manager 
• Put forth plans and recommendations to maximize revenue potential of the sports center 
• Act as an ambassador for H2O and Hilton Hotels for stakeholders and clients using Hilton’s “Service de rêve” philosophies 
• Maintain and be aware of current market trends for further maximization of revenue potential  
• Create meaningful relationships with clients assuring the longevity of their membership subscription 

Quality Control 

• Ensure that team members are accomplishing tasks and providing an excellent customer experience 
• Provide accountability and oversight to team members to ensure a high quality of service 
• Train team members to ensure they are aware of their duties and responsibilities 
• Promptly address issues as they arise, escalating them to the General Manager when necessary 
• Provide feedback to senior management on a quarterly basis on operational improvements 

Team Member Supervision 

• Manage/mentor team members directly or through on-shift supervisors 
• Maintain schedules and approve timecards per the contracts allotted service hours 
• Provide discipline to team members per H2O’s progressive discipline policy 
• Ensure team members possess current qualifications in order to fulfill their positions 
• Act as the hiring manager for the Hilton Sports Centre 
• Ensure coverage for all shifts for the Hilton Sports Centre 
• Ensure compliance with vocational awards required by law where applicable