Guest Services Representative (Casual) - 2026-042

THE OPPORTUNITY AWAITS YOU

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

The Guest Services Representative greets and assists visitors, answers questions, provides direction and appropriate information and performs administrative/clerical tasks, as assigned. Situated in some of the campus’ highest traffic areas, the Guest Service Representative also assists guest and staff with event-related calls, incident resolution, events and general concerns. Ideal candidates will be energetic, engaging, passionate, personable, proactive and welcoming. As a member of the REAL team, the Guest Services Representative creates exceptional experiences for everyone that enters any venue on campus.

WHAT YOU WILL DO

1. Provides administrative support to the Guest Experience /Sports and Recreation departments by:

• Presenting a positive and professional image to all guests, suppliers, inquiries, and other persons. Often serving as the first point of contact on visitors and guests to the campus.
• Performing administrative and data entry duties and operating office equipment such as computers, photocopiers, voicemail messaging systems to complete department tasks; Includes but not limited to various data entry and admin support tasks as required, processing incoming and outgoing mail, faxes, courier pickups and deliveries, monitoring general inquiry voicemail and email inboxes, par level monitoring and replenishment in areas of responsibility.
• Accessing various software systems to support day-to day operations (event Management software, Incident reporting software, Microsoft Teams, other) and provide analysis as required
• Collects and processes payments for programs & product offerings at REAL such as but not limited to sports league registration fees and REAL’s Store 84 merchandise offerings, etc. and follows proper cash handling procedures as required. Merchandise offerings may include external and internal customers (example of internal may include staff uniform dispersal); Inventory management as required through appropriate inventory tracking software

2. Provides reception duties, including fielding incoming phone calls; directing clients & guests; and answering public inquiries by:

• Providing a positive first impression customer service to clients
• Receiving, responding and/or redirect inbound calls, e-mails, or visitors as required to the necessary departments or venues.
• Maintaining a high level of professionalism in all interactions
• Troubleshooting and/or escalating guest issues as required

3. Projects a polished, professional image at all time by:

• Providing exceptional customer service and embracing and living REAL’s CHAMPS (Cordial, Helpful, Available, Mindful, Proactive, Smart) service delivery program.
• Proactively address guest needs by answering questions, giving directions and other information regarding the campus and surrounding areas. Never avoiding a guest or leaving a question unanswered.
• Greeting and assisting guests through effective listening, clear communication and maintaining a friendly and approachable demeanor.
• Having sound knowledge of the REAL physical campus, knowing how to give directions, solving issues and being pro-active in finding solutions.
• Displaying patience understanding when assisting guests. Must be able to handle stressful situations in a calm and professional manner.
• Connects with Guests by asking open-ended questions to assess Guest needs and make appropriate suggestions.

4. Performs other duties as defined and assigned by the Manager, Guest Experience on a when required basis.

**This is a Casual position, hours are not guaranteed and will be scheduled according to the needs of the business**

Wage: $15.68 -$21.46

Requirements

WHAT IT TAKES

Apply today if you meet the following requirements:

• Completed Grade 12 or equivalent required; Office Education certificate preferred.
• Minimum of 2 years direct experience in delivering front facing public customer service.
• Experience with answering multi-line phone systems preferred.
• Proficient in a variety of computer software applications, including Microsoft Office and M365 tools; event management; and incident reporting systems.
• Experience in data entry, processing (via web), invoicing, and cash handling procedures required.

Knowledge, Skills and Abilities

• Excellent interpersonal and communication skills and ability to work well as part of a team.
• Demonstrated ability to interact effectively and in a professional, diplomatic, and mature manner with all clients/guest at all levels.
• Possess proper judgment and critical thinking skills as well as the ability to calmly and effectively deal with conflict and provide timely and appropriate solutions.
• Ability to work well in a fast-paced environment and adapt to change.
• Able to work with minimal supervision.
• Excellent decision-making and organizational skills
• Ability to operate a wide variety of office equipment.
• May work odd or long hours at a time to complete operational requirements, projects or to participate in or coordinate evening and off-hour activities.
• Must be able to obtain and maintain a satisfactory Criminal Record Check for the duration of employment.

*Note that this position is an in-scope position under the RWDSU Collective Agreement.

Benefits

WHY CHOOSE REAL?

Here at REAL, we can offer unique experiences unlike any other organization:

• Make a difference in your own community.
• Be a part of an industry responsible to create fun and memorable moments for our guests.
• A wide range of employment opportunities to fit your own lifestyle – whether that’s committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
• We offer competitive wages and industry standard benefits.
• Matching Group RRSP plan.

For more information visit our website at www.realdistrict.ca. Submit resumes by September 5, 2026 via the link provided.

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