Operations Supervisor

Ottawa Senators Hockey Club - Ottawa, ON (23 months ago)

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All team members of Senators Sports & Entertainment are held accountable for creating raving fans.

Reporting to the Operations Superintendent, the Bell Sensplex (“BSP”) Operations Supervisor is a key member of our team, ensuring the highest levels of customer service and quality maintenance at our world class facility. As an experienced supervisor, you will provide guidance and leadership to a team of facility operators whose collective goal is to provide an exceptional customer experience while ensuring a safe environment for patrons and workers alike.


Essential Raving Fans Responsibilities and Accountabilities
Seeks ways to enhance the fan experience in unexpected ways.
Empowered to say YES, creating raving fans of Senators Sports & Entertainment.
Knows and lives SSE’s mission every day through service, teamwork, continuous improvement, change, and fun.
Obsessed with client satisfaction, asking, “How can I exceed your expectations today?”
Maintains consistency in attitude and behaviour, exceeding expectations.
Works to make a specific impression on our clients. That impression is that of someone who is Wowed, Overly Satisfied and a Raving Fan.
Approaches all tasks with a “can-do” attitude, understanding that there is no other kind of attitude.
Notices and accurately interprets what clients are feeling, based on their words, tone of voice, expressions, and other nonverbal behaviour.
Takes a personal interest in clients by asking about their concerns, interests, family, hobbies, etc. to develop relationships.
Presents a cheerful, positive manner.
Takes ownership and sees the client’s need through from beginning to end.
Exercises appropriate judgment in handling client situations.
Responds in a positive manner with alternative solutions when a client’s initial request is not possible.
Shows initiative and takes action with an appropriate level of independence.

Responsible to manage facility operations and custodial staff to ensure building objectives are met to the highest possible standards.
Responsible for the daily operation and maintenance of the facility and all systems. This includes, HVAC, sound, lighting, ice making and maintenance, fire protection, safety, scoreboard, communication etc.
Ensure proper building standards are maintained
Ensure the interior and exterior of the BSP facility are properly maintained on a continuous proactive basis
Assist Program Coordinator with requests, and provide excellent customer service
Ensure setup requirements and technical requirements for events are executed per specifications
Participate on committees to assist with event details, and other special requirements
Responsible for ensuring that the assembly and disassembly of the facility are properly executed as dictated by programs and events
Ensure the BSP is in compliance with Health and Safety Regulations
Responsible for maintaining accurate inventory of equipment, furniture, and supplies
Assist with annual maintenance projects
Required to be available to BSP patrons at all times while on duty and to interact with BSP patrons in a professional and courteous, responsive manner.
Other duties as assigned by the Superintendent and Director, Operations

Responsible for drafting and reviewing policies and procedures for the Bell Sensplex and ensuring that they align with the strategic objectives of the Bell Sensplex and CSMI.

Health & Safety Responsibilities and Accountabilities
Responsible for ensuring that all areas covered by Occupational Health & Safety Act (“OHSA”) are adhered to, specifically:
Working in compliance with the provisions of the OHSA, regulations and internal policies and procedures
Using or wearing protective equipment, devises or clothing when required
Reporting any missing or defective equipment or protective device which could endanger himself or herself or another team member
Reporting any contravention of the OHSA, regulations or Senators Sports & Entertainment policies and procedures

Responsible for completing on-line training modules as required, including, but not limited to:
Accessibility for Ontarians with Disability
Back & Lifting Safety Training
Fall Protection
Ontario Supervisor Health & Safety Awareness
Ontario Worker Health & Safety Awareness
Workplace Hazardous Materials Information System (WHMIS)
Violence and Harassment in the Workplace

May also be required to attend on-site training sessions as scheduled (eg. customer service).


Minimum 2 years previous experience in recreation facility as a supervisor
Experience as an arena operator (ice resurfacer driving experience)
Ice making expertise (ORFA Certified Ice Technician designation is an asset
Above average understanding of the Ontario Occupational Health & Safety Act
Experience in HVAC systems and refrigeration plans (ORFA basic refrigeration an asset)
Experience performing maintenance, janitorial and other facility operational duties
Experience handling power tools and hand tools
Must possess a valid class G driver’s license with a clean abstract
Current certification in first aid, CPR, defibrillation
Must be able to lift heavy objects (up to 50 lbs)
Able to work independently
Ability to work under pressure, prioritize tasks, and meet deadlines
Excellent organizational, customer service, and decision making skills
Proven ability to work independently, but to contribute as a member of a team
Must possess effective oral and written communication skills, bilingual an asset (French & English)
Must be able to work flexible hours including evenings, weekends and holidays