Assistant Manager, Guest Services

2 weeks ago

Toronto, Ontario, Canada MLSE Full time
Company Description


At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential.

We are Canada's preeminent leader in delivering top quality sport and entertainment experiences and one of North America's leading providers of exceptional fan experiences.

We are the parent company of the National Hockey League's Toronto Maple Leafs, the National Basketball Association's Toronto Raptors, Major League Soccer's Toronto FC, the Canadian Football League's Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.


MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre.

We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club).

Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.


We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other.

Come be a part of the team.

Job Description:


As Assistant Manager, Guest Services, you will provide leadership to the Event Personnel (EVP) team within the Operations department, ensuring the delivery of championship guest services to our customers.


Responsibilities:

  • Lead our Ushers, Gate staff and Event Supervisors team by example in management and development, using a "one team" approach; ensure departmental integrity and championship vision are intact
  • Cultivate an engaged and excited workforce by managing our internal communications groups on Workplace
  • Contribute to the development, implementation and support of all front of house policies and procedures for our three event venues, Scotiabank Arena, BMO Field and Coca-Cola Coliseum
  • Instill ongoing communication with other departments to ensure effective and outstanding service delivery front and back of house
  • Collaborate closely with HR Department to facilitate recruitment, orientation and training of parttime eventbased personnel including parttime Event Supervisors
  • Provide ongoing mentorship, feedback and discipline to event personnel and conduct parttime performance reviews
  • Ensure events are optimally staffed; schedule and handle event deployments for maximum service delivery and efficiency
  • Recognize employees for their championship contributions; participate with the Elevate Committee
  • Ensure adequate staff facilities are provided and maintained
  • Maintain a detailed understanding of Event Staff Collective Bargaining Agreements in place; champion positive employer/employee relations
  • Assist in developing business plans, as well as handle the departments operating and capital budgets
  • Handle uniform matters including design review, inventory and upkeep

Qualifications:

  • Must be available to overnights, weekend, weekdays and holiday shifts as the need arises
  • Proven event management experience
  • Previous experience in a leadership capacity with effective mentorship and managing skills
  • Familiarity with Collective Bargaining Agreements
  • Excellent written, oral, and electronic communication skills
  • Both a team player and a team builder who can relate professionally to all levels
  • Ability to enhance and lead a positive and encouraging work environment
  • Shown to perform well under pressure, balance multiple priorities simultaneously
  • Ongoing awareness and responsiveness to client service
  • Flexibility to work evenings and weekends, as the need arises
  • A positive, friendly, outgoing, winning attitude, incorporating integrity, confidentiality and discretion
Additional Information

  • We thank all applicants for their interest, however, only those selected for an interview will be contacted._

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