Guest Experience Supervisor

2 weeks ago

Calgary, Canada Calgary Stampede Full time

**About the Calgary Stampede**

The Calgary Stampede is a not-for-profit community organization that preserves and promotes our western heritage, cultures and community spirit with a vision to create a world-class, year-round gathering place for the community. Exemplifying the theme, We’re Greatest Together, the Stampede is one of the most respected volunteer-based organizations in the world governed by a Board of Directors with over 2,500 passionate volunteers and 1,200 year-round employees.

As an organization that exists for the benefit of the community, inclusion and equity are woven into our core values of western hospitality, pride of place, integrity, and commitment to the community. The world-class, year-round gathering place we have built for the community also welcomes visitors from around the world and those who are new to the local community. We know that blending diverse cultures with our long-standing traditions makes community spirit thrive.

**Position Summary**

The Guest Experience Supervisor is a member of the guest experience team, responsible for delivering exceptional experience to everyone through support and delivery of guest service programs across the organization.

This position oversees our guest services team including: Our guest concierge, year-round part-time guest ambassador team relative to ushering, guest concierge, coatcheck and lost and found.

**This is LIMITED TERM 12 MONTH CONTRACT**

**Closing Date: Friday May 17, 2024**

**Responsibilities**

Responsibilities of this role include, but are not limited to:
**Leadership**
- Responsible for hiring, training, scheduling, coaching, performance management and providing day to day leadership to the guest service team.
- Leading by example at all times while contributing to the overall goals and objectives of the organization and delivering on the expectations of our customers.
- Maintain a high degree of confidentiality in assisting manager on various initiatives.
- Promote a safe working environment.

**Guest Experience**
- Collaborate with internal departments and committees to resolve all guest comments and concerns in a timely manner.
- Demonstrate creativity in finding solutions that put the needs of the guest first.
- Provide timely communication updates across guest service groups and other internal stakeholders.
- Assist and coordinate guest service programs for the organization.
- Support all elements of program development, hiring, training and program delivery related to guest services, including service recovery and resolution efforts.
- Identify opportunities to continually improve through research, understanding and listening to our guests and our people.
- Keeping service excellence top of mind in execution of event requirements.
- Managing the pre and post event inspections of our public facing space.
- Demonstrating emotional composure during fast paced and stressful situations.

***Administration**
- Utilize Ungerboeck, Cisco and FreshDesk to review and analyze information in daily reports related to guest service functions.
- Manage and implement appropriate technical customer support systems to assist guest services in elevating the experiences they create, such as developing a knowledge database and overseeing a customer support software solution.
- Provide regular guest feedback and key metric reports to management and communicate a general interpretation and analysis of the data.
- Convey technical information to non-technical stakeholders.
- Manage scheduling, uniforms, record keeping, inventory reporting as necessary.
- Provide budget support, as necessary.
- Participate in department pre & post event planning meetings as required.

**Qualifications**

**Education**
- Post-secondary learning in a related discipline is preferred

**Previous Experience**
- Minimum 2-3 years of leadership experience (recruiting, developing, coaching)
- Minimum 3-5 years of planning and implementing guest experience programs including service recovery
- Previous experience as a concierge and/or in the hospitality industry would be an asset.

**Technical Knowledge**
- Experience with Ungerboeck (EBMS) considered an asset
- Experience with contact centre software
- Basic accounting skills and database software usage

**Communication**
- Strong verbal and written communication skills, able to choose appropriate, effective ways to communicate to different audiences including both internal and external stakeholders.
- Experience presenting to large groups.
- Ability to articulate a clear, concise, yet detailed idea, thought or concept.
- Actively listen, ask questions, be curious.
- Aware of and responsive to nonverbal communication styles, recognizes and adapts to cultural differences in communication styles.
- Effectively deliver and receive constructive feedback in an effort to continuously improve.

***Critical Thinking**
- Demonstrates resourcefulness by utilizing information from a variety of sources to identify chall

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