Manager Retail & On-Site

Job Summary

Manager Retail and On‑site Experience is responsible for ensuring our team delivers exceptional service and an elevated experience to all guests that visit our locations. This position will lead onsite guest experience operations at Woodbine Racetrack and Woodbine Mohawk Park. It is a hands‑on role that actively participates in leadership decision‑making, collaboration, and goal setting with cross‑departmental managers and directors.

• Recruit high‑performing employees
• Provide leadership and direction to the team, managing, assessing, and monitoring overall staff performance and identifying areas for improvement
• Develop additional training opportunities
• Schedule supervisors and employees to ensure operational requirements and guests receive first‑class service

• Resolve guest complaints in person, by phone, or through written communication, handling all interactions with the highest level of hospitality and professionalism
• Proactively contact guests when internal departments report incidents (e.g., LOB, Guest Claims)
• Propose responsible solutions that exceed guest expectations while minimizing cost
• Represent guest concerns to the internal legal department to mitigate risk by presenting solutions before matters escalated to legal pursuit

• Lead weekly operations meetings to ensure a race‑ready culture focused on delivering the best customer experience at the site
• Summarize daily racing schedule and onsite events
• Communicate guest feedback and propose resolutions to elevate the racing experience
• Lead a team of Guest Service Supervisors and employees, providing motivation and direction such as assigning, prioritizing, and monitoring work while handling routine issues
• Monitor and ensure the guest service team delivers communication and engagement for corporate initiatives (wagering, loyalty initiatives, etc.)

• 5 years of experience in a similar environment
• 2 years of leadership experience in hospitality or guest services
• Post‑secondary education in a related field (Business Management)
• Excellent written and verbal communication skills – instructing, advising, guiding, and educating 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 and multitask
• Advanced decision‑making and problem‑solving skills

The target hiring salary range for this position is $70,000 – $79,000. Final placement depends on factors such as internal equity, market conditions, and the candidate’s experience, skills, and qualifications relevant to the role.

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.