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.
This position is extremely important to Woodbine’s success. By working together with your team members, you will exceed our guests’ expectations each and every time and most importantly, have fun while doing so.
The purpose of this position is to supervise the day to day operational needs of the Champions Off-Track Wagering network, to support Teletheatre operators in ensuring that the wagering experience for customers in all Teletheatres is consistent with established departmental standards and to maintain the betting terminals. In addition, this position will assist the Manager in identifying opportunities for operational efficiencies, innovation of processes, procedures and it ensures the Teletheatres in WEG’s network operate to an optimal level of quality which contributes to the department achieving its goals and objectives.
KEY RESPONSIBILITIES
- Monitor the levels of service provided to customers and provide feedback/improvement opportunities to Teletheatre Operators. Refer all serious matters to the Manager, as appropriate.
- Regularly engage customers to gather experience opinion information either through formal surveys or informal discussions to help formulate customer experience improvement opportunities.
- Answer and respond to customer and Teletheatre Operator inquiries, complaints and concerns and determine appropriate resolutions.
- Maintain/build Operator rapport through formal/informal discussions/meetings and provide Operators with information regarding Pari-Mutuel wagering, horse racing education and industry information to assist them in developing an ongoing understanding of WEG business. Be respectful of Teletheatre Operators’ operations.
- Ensure point of sale materials are properly displayed as per departmental standards and ensure that all promotions in Teletheatres are executed to departmental standards.
- Perform and document regular quality assurance checks to ensure Operators are meeting standards set out in the Agreement, which include but are not limited to, the inspection of washrooms, lighting, signage (indoor and outdoor), customer furniture, TV monitors/video feeds, Tote equipment, ambient air temperature and the general cleanliness of each Teletheatre.
- Follow up in a timely manner on all issues identified in the quality assurance checks to ensure they have been rectified.
- Monitor to ensure that Operators are consistently enforcing compliance to all CPMA/AGCO HORSE RACING Rules and Regulations and any WEG/Off-Track Operations departmental policies. Ensure all required regulatory licensing information (CPMA, AGCO HORSE RACING, etc) is posted and updated as necessary.
- Ensure Teletheatres operate in compliance with all Mandatory Security Requirements and discretely complete the required tests to ensure that security equipment is in proper working order.
- Submit requests and deliver replacement HPI cards to customers and meet to pay found Cash Claims.
- Perform basic frontline maintenance on the betting terminals on a per visit or on an as required basis.
- Perform annual betting terminal maintenance at all locations.
- Assist Teletheatre Operators with operational system equipment, malfunctions and follow up on all issues with WEG departments as required.
- Ensure WEG’s Teletheatre Operations vehicles are maintained and in good working condition.
- Be cognoscente of the Teletheatre Operations Budget.
- Provide operational support at Greenwood Teletheatre, WEGZ Stadium Bar, and Mohawk Racebook when required.
- Exhibit and demonstrate the Woodbine Entertainment Group core values.
JOB SPECIFICATIONS
Knowledge
- General knowledge of Horse Racing and gaming environments
- General knowledge of customer service techniques and practices
- General knowledge of Data Networking Systems and troubleshooting techniques
- General knowledge of Microsoft Office and social media environments
Skills
- Good oral communication skills necessary to clearly deal with Teletheatre operators, customers, contractors and other WEG departments
- General knowledge of Amtote Wagering systems is an asset
- General time and project management skills with the ability to effectively multi-task and work independently
Education and Experience
- Minimum Grade 12 or equivalent
- Minimum of 2 years’ experience in a multi-unit customer services/operations related field or similar environment.
- Valid “G” Class license with a minimum of 5 years driving experience and clean record
Working Conditions
- Office, racetrack and off-track environments where there is physical discomfort, due to temperature, dust, or noise
- Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching
- Regular interruptions, with multiple demands and time pressure
- Must be willing to work on call, on various shifts including evenings, weekends, holidays as required.
- Must be willing to carry company provided communication devices for business related purposes
Reason for Vacancy: Replacement
Salary: The target hiring salary range for this position is $47,000 - $53,000. 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
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.
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.
