Guest Experience Lead

2 months ago

Regina, Canada Regina Exhibition Association Limited Full time

**THE OPPORTUNITY AWAITS YOU**

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

Reporting to the Supervisor, Guest Experience & Ticket Operations, the Guest Experience Representative Lead serves patrons attending events held in venues managed by Regina Exhibition Association Limited (REAL) and sets the tone for high standards in quality customer services. This position helps lead and maintain a friendly environment while ensuring the safety of all guests. This position will achieve these goals by greeting guests, providing directions, reporting issues, participating in other guest facing tasks such as coat check duties and upholding venue policies in a friendly and professional manner. This position will be required to be aware of many facets involving all of REAL's venues, including event schedules, food items available/location, Box Office locations, suite holder entrances, parking services, security, first aid, etc.

**WHAT YOU WILL DO**

1. Conduct outstanding customer service by:

- Assisting guests in finding solutions that best meet their needs by leveraging all available resources.
- Proactively addressing guests' needs by answering questions, giving directions and other information regarding REAL's venues; never avoiding a guest or leaving a question unanswered.
- Working closely with various teams, including Security, First Aid, Ticket Ops Rep, and event supervisors, to provide quick and responsive service.
- Being visible and available in designated areas and stations within REAL's venues to provide superior service for event attendees.

2. Upholding REAL safety for internal and external customers by:

- Conducting aisle walks before, throughout, and following each event for any irregularities or problems in assigned area.
- Reporting pertinent information to Guest Experience Supervisor, Security, or OH&S accordingly.
- Proactively monitoring designated areas throughout the venue to ensure guests' safety and enjoyment of the event.

3. Demonstrating keen knowledge of Events & Venue procedures by:

- Work under limited supervision.
- Obtaining and having a working knowledge of all procedures and directives that pertain to each event along with emergency procedures.
- Responsible for obtaining and having a working knowledge of emergency procedures.

4. Leadership & Teamwork
- Help create a supportive, enjoyable and efficient working environment for all Guest Experience Representatives.
- Support all Guest Experience Representatives to efficient completion of job functions.
- Assist Management in pre-event preparations on event day to ensure a smooth event delivery and an excellent guest experience.
- Ensure team members are equipped to provide excellent guest service through strong knowledge of all procedures and directives that pertain to each event.

5. Support and contribute to the overall event experience by:

- Being able to read tickets and have a firm grasp of the layout of each of 'REAL's ticketed venues.
- Greeting, monitoring, and controlling movement of guests in assigned areas within the venue to ensure guest safety and compliance with building policy.
- Limiting access to the venue or specific areas to those with proper, valid tickets.
- Monitoring accessible seating to ensure guests seating areas are not infringed upon.
- Communicating and rectifying with Ticket Ops Rep any sightline challenges.

Other duties as required.

**Requirements**:
**Education and Experience**
- High school diploma or GED equivalent required.
- Minimum of 2 years of increasing responsibility within ticket ops/customer service experience, preferable with sports facility, convention center, performing arts facility or multi-purpose public assembly facility.
- Previous experience in guests/customer service in forward-facing industries is considered an asset.
- Previous cash and credit card handling experience.
- Strong knowledge of ticketing software and systems required.
- Bilingual is considered an asset.

**Knowledge, Skills and Abilities**
- Must possess excellent verbal and interpersonal skills and diplomacy with the public.
- Strong observational skills to proactively identify guest needs, have full knowledge of all policies, services and facility locations (staff will be trained in these areas).
- Contribute to a high energy, fast paced environment that provides guests with an entertaining, fun and dynamic experience.
- Consistently arrive at work on time, follow instructions, respond to management direction and solicit feedback to improve performance.
- Ability to proactively handle emergencies and high stress situations while remaining calm and collected under pressure.
- Ability to anticipate, identify and solve problems.

**Other**
- May work odd or long hours at a time to complete operational requ

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