Hosting Supervisor

3 months ago

Vancouver, Canada BC Place Full time

At BC Place, 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 Western Canada's leading venue for live events, we host a year-round schedule of sporting events, concerts, consumer shows and more each year while also supporting the community through an array of ongoing partnerships and initiatives.
BC Place is hiring Hosting Supervisors to join the Event Services team. This on-the-floor position will supervise Hosts and Team Leads, support in hiring and training of team members, and oversee team briefings. Reporting to the Manager, Guest Experience, the Hosting Supervisor will enhance the ability of management to deal immediately with team performance issues and play a big role in ensuring that team members are providing a high level of guest services.
**WHAT YOU WILL DO**:

- Ensure team members have the tools they need to perform their tasks to the highest standard possible; attend and monitor Team Lead briefing sessions to ensure event information is accurately related to their team;
- Provide direction to team members in the performance of their job responsibilities/duties; administer and interpret BC Place policies and procedures pertaining to the hosting work group;
- Ensure operational reports are completed and submitted by Team Leads at shift end; forward reports from Team Leads & Hosting Supervisors to applicable Event Manager;
- Follow up on team-related issues as they arise; this may include discussions with Team Leads, Hosts, Managers and/or Supervisors, other event team members or guests;
- Ensure team members are providing Guest Service Excellence to clients, show managers, patrons, contractors and other team members; participate in Guest Service Excellence program by providing guest assistance when required;
- Follow up on guest-related issues as they arise;
- Assess team performance and participate in performance evaluations; assist HR/LR department in developing a performance evaluation system and strategy;
- Assist People & Culture in the progressive discipline process. Keep timely and accurate documentation on incidents and issues;
- Acknowledge outstanding performance or accomplishments through Staff Recognition awards;
- Provide feedback to other managers regarding their respective team members; liaise with other operational group managers and supervisors on a regular basis; assist other operational groups in the supervision of their team members as required;
- Monitor ongoing BCP radio communication, identifying situations where supervisory support is required;
- Review and analyze deployments pre
- and post
- event to ensure the most efficient and effective use of resources. Implement changes as required;
- Ensure compliance with WorkSafe BC regulations by BCP team members and when applicable, ensure team members are wearing correct Personal Protective Equipment; complete Accident Reports and ensure Incident, First-Aid or Witness reports are completed by team members. Make sure reports are distributed as required;
- Update payroll information post event ensuring shift start, end, break data, etc. is accurate;
- Participate in and become familiar with the Guest Experience program; become fully trained in the Train the Trainer program;
- Develop standards and operation procedures for department;
- Maintain files and records related to team members in conjunction with People & Culture and Event Operation departments;
- Support Exhibitor Services by ensuring a high level of service excellence to exhibitors and clients;
- Provide information to exhibitors related to venue operations, event timing, location, parking, and internal & external service providers;
- Assist exhibitors at the service desk during event hours (including evenings and weekends);
- Process exhibitor orders and payments for exhibitor orders;
- Audit booth numbers against exhibitor list prior to move-in to identify changes;
- Other duties as required.

**WHAT YOU BRING**:

- Grade 12 diploma or equivalent credentials;
- Completion of related courses such as management supervision, customer service, human resources, public relations, training;
- Experience working in a unionized environment and supervising unionized staff is required, preferably in the same or related industry;
- Proficiency in MS Word and Excel; Knowledge of EBMS and ABI an asset;
- Must be able to work varied hours including evenings and weekends;
- Excellent verbal and written communication skills, computer skills, interpersonal skills and organizational skills;
- Ability to prioritize conflicting requirements in a timely manner; ability to multi-task in a fast-paced environment with an emphasis on timelines and delivery;
- Commitment to providing excellent customer service and guest experience.

**HOW TO APPLY**:
Please note that we can only consider applicants who are eligible to work in Canada.

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