Assistant Manager, Guest Experience

2 weeks ago

Vancouver, Canada Pacific National Exhibition Full time

Job Description**:Full-Time; Permanent**
**Date Posted: January 16, 2023**

*
Who we are *

The Pacific National Exhibition is an iconic institution in BC, famous for bringing generations of people together to celebrate and build memories. This 112-year-old, non-profit organization generates revenue through four activity streams: the 15 day annual summer Fair which averages 800,000 guests each year, Playland amusement park which welcomes 375,000 guests annually including Fright Nights, year-round events including concerts, trade shows and film, cultural and community events. The fourth activity stream is park care and facility maintenance. The PNE is proud of the work it does at Hastings Park and has a vibrant team that is passionate about events, guest experience and being the best we can be.

**Why join our Team?**
- Exhilarating and fun-loving culture
- Flexible work environment
- Staff discounts
- Competitive compensation package
- Opportunity to create lasting memories and relationships

**What will you do this year?**
In your role as **Assistant** **Manager, Guest Experience & Playland Operations**, you will work with the Manager and Director, Guest Experience & Playland Operations, to set the tone for all guest facing interactions on the PNE site.

*
*
**Playland Operations**
- Manage day to day Playland operations of Guest Experience Team.
- Support daily operations of the Guest Experience team throughout the Playland season in the capacity of Manager on Duty and/ or Park Manager.
- Work closely with team of Seasonal Assistant Managers, Guest Experience (functioning as team lead) to provide direction and mentorship to a team of supervisors and seasonal staff.
- Participate in hiring, training, disciplining, scheduling and ongoing performance reviews of Guest Experience team members.
- Support established, and create new, protocols to heighten staff awareness of Playland’s policies and procedures.
- Perform other duties as required.

*
*
**Fair & Festival Operations**
- Manage day to day operations during our annual Fair and Festivals
- Assist with hiring, training, disciplining, scheduling and ongoing performance reviews of Guest Experience staff.
- Provide appropriate Guest Experience training and onboarding for all Seasonal staff.
- Support established, and create new, protocols and procedures to heighten staff awareness of event specific details.
- Perform other duties as required.

**Year Round Event Operations**
- Serve as the Event Manager or Duty Manager for certain events (inclusive of oversight of all operational departments).
- Conduct ongoing evaluation of Guest Experience for new and special events including the completion of event management documentation.
- Create and circulate Team Support Booklets for all multi-day Special Events.
- Perform other duties as required.

*
PNE Guest Experience*
- Support the Guest Experience and Guest Recovery model for all year-round events; this includes reviewing and revising existing Guest Experience policies & procedures on a continued basis.
- Manage and enhance existing site-wide Lost & Found programming.
- Work closely with management to establish protocols and scripting for responses to Guest inquiries (through but not limited to the following channels: reception, and on-site).
- Support existing and create new standard operating procedures for site-wide in-bound Guest inquiries and coordinate/manage all responses.
- Work with Sales and Event Operations to align PNE Guest Experience standards with clients, promotors and organizers of co-promoted events.

*
What else?*
- Must have a strong background with guest experience delivery.
- 2-3 years of progressively responsible experience in a leadership capacity; preferably as an Assistant Manager supervising and providing direction to a large team (temporary, seasonal, etc.).
- Previous experience working in the hospitality, tourism or sports industries is preferred.
- Diploma, Certificate, or degree in a relevant discipline or an equivalent combination of education & experience is an asset.
- Ability to foster collaborative and effective working relationships with all staff on-site.
- Experience developing policies, procedures and standardized manuals.
- Strong planning, organizational, and administrative skills.
- Excellent communication, interpersonal, supervisory and leadership skills.
- Ability to function independently and under pressure, and ability to manage various projects at the same time.
- Ability to work extended hours, evening and weekends; this position is a full-time, event based position, and hours of work vary accordingly.
- Knowledge of the event industry is considered an asset.
- Background working within a unionized environment is considered an asset.

*
Who are you?*
- Proactive leader, with a guest-centric outlook.
- Passionate about creating memorable experiences.
- Passionate about coaching and mentoring new and young workers
- Skillful communicator and collaborator.
- Co

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