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Operations Manager

3 months ago

Vancouver Metro Vancouver Regional District, CA Accoravillage Full time

Friday, August 16, 2024

At the Vancouver Convention Centre, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture.

As British Columbia’s flagship convention centre, we host more than 500 events each year and welcome hundreds of thousands of global attendees to premier conferences, trade shows, banquets and more.

The Vancouver Convention Centre is seeking a dynamic Operations Manager to lead our efforts in creating safe, seamless, and world-class experiences for our clients. Reporting to the Manager, Venue Operations, you will oversee the Guest Services Operations Centre (GSOC), a team that operates around the clock, 365 days a year.

In this role, you will be at the forefront of both event execution and operational management. You’ll bring strong problem-solving abilities, critical thinking skills, and the capacity to lead your team with calm assurance in high-pressure situations. You will collaborate closely with internal departments, suppliers, clients, stakeholders, and industry partners to deliver service excellence while ensuring the operational integrity of the venue.

The Operations Manager will be flexible to event needs and can adapt to dynamic and evolving situations with ease. This position follows a 4-on, 4-off schedule with 10-hour shifts. While the core coverage hours are typically from 06:00 to 01:00, these hours may fluctuate based on event requirements. Overnight shifts may also be incorporated depending on operational requirements.

The hourly rate for this position starts at $35.

WHAT YOU WILL DO:

  • Lead and supervise the Guest Services Operations Centre (GSOC) team, ensuring top-tier professionalism, efficiency, and service quality.
  • Manage operational priorities and event delivery, overseeing key tasks such as access control, signage, deliveries, shipping & receiving, people counting, visitor management, public safety, and security.
  • Serve as the primary liaison with clients and suppliers for each event, ensuring smooth and successful execution.
  • Act as Incident Commander during emergency response situations, maintaining clear communication with clients & suppliers, ensuring guest safety, and mitigating event disruptions.
  • Collaborate with the Operations Lead and other Operations Managers to coordinate event requests during peak periods, balancing logistical feasibility with venue standards for a synchronized approach.
  • Utilize critical thinking and problem-solving skills to resolve issues, escalating more complex matters to the Manager, Venue Operations.
  • Oversee concurrent event move-ins/outs in partnership with clients, suppliers, on-site security, and Vancouver Traffic Authority.
  • Enforce safety regulations, including emergency exit pathways, safety zones, maximum capacities, PPE usage, and age restrictions, ensuring all clients & suppliers are informed of safety, security, and emergency protocols.
  • Maintain a detailed log of activities during each shift, reviewing and approving logs and reports from other team members before publication.

WHAT YOU WILL BRING:

  • A minimum of 2 years of post-secondary education, preferably in Business Administration and/or Event Management.
  • Completion of Incident Command Levels 100 and 200 (or equivalent) is an asset.
  • 5-7 years of related experience in a complex environment, ideally within the events or venue industry.
  • Knowledge in public safety, emergency response, client relations, and logistics is an asset.
  • Proficiency with standard software applications, including Microsoft Office, iPads, iPhones, and cloud-based software.
  • A solid understanding of security operations, including CCTV, Access Control, and Life Safety Systems, is beneficial.
  • Strong communication skills with the ability to adapt to various audiences and situations.
  • Competence in using information from diverse sources to identify problems, opportunities, and make informed decisions.
  • Positive conflict resolution skills, whether sharing a vision, offering feedback, handling conflicts, or explaining policies and procedures.
  • Support for innovation and the ability to articulate a clear vision for the team.
  • Ability to connect team members, co-create results, and collaborate with others to solve complex problems and generate new value for the organization.
  • Commitment to fostering a culture of service excellence, ensuring a safe facility and work environment.

HOW TO APPLY:

If this sounds like an exciting opportunity, please submit your resume and cover letter by clicking on the Apply Now button. We love people who really want to make a difference.

Please note: Only candidates eligible to work within Canada will be considered.

We are proud to be a diverse organization. We welcome all eligible and qualified applicants to apply to join our team, regardless of race, colour, religion, gender, sexual orientation, marital status, age, gender identity or expression, national origin, genetics, disability status, protected veteran status, or any other characteristic protected by applicable law.

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