Manager, Guest Services

1 week ago

Vancouver, Canada BC Pavco Full time

Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities.

The Manager, Guest Services is responsible for the Guest Services Centre (GSC) and related team, including direct reporting of the Guest Services Coordinators and Venue Operations Assistant. This role oversees a high-volume service centre that acts as the communications hub of the building. The Manager, Guest Services oversees the visitor management program (Venue Check) as well as client deliveries, event cages, signage, instructions and logs. This role is responsible for all associated standard operating procedures, ensuring ongoing training and improvements are maintained, and plays a critical role in emergency response as back up for Incident Commander and Operations Chief during incident command.

**WHAT YOU WILL DO**:

- Provide supportive leadership, oversight, and management to the Guest Services Centre (GSC)
- Direct management of the Guest Services Coordinators and Venue Operations Assistant
- Establish individual performance objectives, provide ongoing coaching & professional development, and conduct performance appraisals
- Support scheduling and approve requests for time away from work, payroll, and overtime
- Recruit, select, and onboard new team members
- Establish Guest Services log formats, protocols, distribution and follow up on issues, while ensuring records are maintained per department and regulatory requirements
- Support training for all GSOC staff including onboarding, SOPs, health & safety, and enable cross-training opportunities for depth in coverage
- Oversee operational excellence for client deliveries, radios, event cages, signage, visitor management, and operational levels
- Act as a liaison between Guest Services and all other departments, ensuring event execution details are clear and client needs understood
- Play a critical role in emergency response as back up for both Incident Commander and Operations Chief during incident command and in overseeing GSOC drills
- Chair and participate in meetings, working groups, and project committees as directed including preparing business cases and decision notes for Venue Operations related requests
- Provide backup to the Venue Overlay Manager in terms of event safety and to other Venue Operations team members as required
- Act as on-call leadership support on a rotating basis

**WHAT YOU WILL BRING**:

- 4-year University Degree, preferably in Business Administration and/or Event Management or equivalent experience
- 5 - 7 years of experience in a complex environment within the event industry and venue operations or experience in public safety, emergency response, client relations, service excellence and related programs, and logistics
- Experience in electronic access control systems is preferred
- Broad & thorough knowledge of the venue operations and procedures across multiple departments and buildings at VCC
- Critical thinking skills with the ability to work through complex problems whilst remaining calm under pressure
- Ability to use a broad range of appropriate and effective communications styles to address different audiences in diverse situations
- Capability to lead and connect with team members to set departmental and organizational goals, and take accountability for achieving those goals
- Competence to inspire a culture of service excellence and to create a safe work environment

**HOW TO APPLY**:
At PavCo, we are an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. All qualified applicants, regardless of race, colour, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

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