Manager Retail & On-Site

Overview

Woodbine Entertainment Group, with nearly 150 years of horse racing history, is Canada's largest operator of professional horse racing. We deliver racing, dining, and entertainment experiences to our visitors.

Manager, Retail and On‑site Experience responsible for ensuring exceptional service and elevated guest experience at Woodbine Racetrack and Woodbine Mohawk Park. This hands‑on role participates in leadership decision‑making, collaboration, and goal setting with cross‑departmental managers and directors.

• Employee Management – supervise and lead supervisors and hourly employees; recruit high‑performing staff; provide leadership, assess performance and development; plan scheduling to meet operational requirements.
• Guest Relations | Customer Care – resolve guest complaints in person, by phone or written message; handle all guest interactions with hospitality and professionalism; proactively contact guests when incidents arise; propose solutions exceeding expectations at low or no cost; represent concerns to legal department to mitigate risk.
• Live Racing & Simulcast Grandstand Operations – lead weekly operations meetings; prepare and provide the best customer experience; summarize daily racing schedule and onsite events; communicate guest feedback and propose improvements; motivate and direct Guest Service Supervisors and employees; ensure team engages in corporate initiatives (wagering, loyalty, etc.).

• Minimum 5 years experience in a similar environment.
• At least 2 years leadership experience in hospitality or guest services.
• Post‑secondary education in Business Management or related field.
• Excellent written and verbal communication skills; instruct, advise, guide, and educate team members and guests.
• Exceptional guest service and issue‑resolution skills.
• General knowledge of horse racing and wagering an asset.
• Working knowledge of POS terminals and financial reporting.
• Strong ability to work under pressure, multitask, and demonstrate advanced decision‑making and problem‑solving skills.

Target hiring salary range: $70,000 – $79,000. Final placement depends on internal equity, market conditions, and candidate qualifications.

Woodbine Entertainment is an Equal Opportunity Employer. We welcome applicants of all backgrounds and encourage everyone to apply. All decisions are made based on merit and are free from bias.