Guest Experience Manager

2 weeks ago

Halifax, Canada Events East Full time

At Events East Group, we proudly manage and operate the Halifax Convention Centre, Scotiabank Centre and Ticket Atlantic. Our facilities and the events we attract are platforms for prosperity. Whether we're attracting large delegations or hosting an elite group of athletes for an international competition, we are a catalyst for new opportunities and connections between Nova Scotia and the world.

Role Description:
Reporting to the Senior Manager, Event Operations, the Guest Experience Manager (GEM) is accountable for implementation of the guest experience strategy at both our venues as well as for the teams responsible for delivering the strategy.

This position maintains a high level of alignment with other operational teams to ensure a consistent delivery of guest service. This role also supports recruitment, retention, and training activity, as well as performance management and coaching. Championing organizational values and standards, and fostering an equitable, diverse, and inclusive working environment.

**Operations**:

- Supports the implementation of a consistent, integrated Guest Experience Program aligned with the overall vision for Scotiabank Centre and Halifax Convention Centre, with particular focus on Premium products and services.
- Provides dedicated, on-site support to Guest Experience teams during events, as determined in conjunction with Senior Manager, Event Operations.
- In collaboration with Event Management, develops and implements strategies around movement of guests/path of travel within both venues, including support for assisted wayfinding program.
- Attends internal and client facing meetings (i.e.: pre/post-cons, operations meetings, etc.) to facilitate event familiarity and collaboration with other departments.
- Leads efficient scheduling practices for both venues, based on event requirements.
- Liaises directly with local community groups to employ their clients, ensuring inclusive employment opportunities (i.e.: Autism NS, Prescott Group, ISANS, YMCA, Reachability, Metroworks, and others).
- Manages purchase and inventory control of departmental supplies (i.e.: hospitality kit Items, uniforms, coat check supplies, signage displays, etc.).
- On-site management of Local Program components including (i.e.: Taste of NS Pop-up, VIC, etc.) and manages associated training for staff.
- Responds to guest inquires surrounding venue accessibility and ensures appropriate on-site support and wayfinding assistance is available.
- Prepares service delivery standard documents for approval.

**Leadership**:

- Consistent with corporate policies and programs, provide coaching and performance management to employees aligned with corporate visions, mission, values, and business goals.
- Maintain positive relationships with event partners including Five Star Security, Centerplate, St. John Ambulance, etc.
- Proactively build and maintain key relationships in the guest experience/customer service sector, including but not limited to, hotels (including Sutton Place and Prince George), Taste of Nova Scotia, Downtown Halifax Business Association, non-official local event staffing companies (BBW), etc.
- Act as mentor for supervisors, leads, and variable staff. Act as a positive role model for all staff members in job performance, work ethic, and disposition.
- Foster positive relationships with all teams, championing organizational values and recognizing colleagues who demonstrate supporting behaviors.
- Actively participate and provide constructive leadership in meetings, projects, and working groups as assigned and directed.

**Health and Safety**:

- Achieve and maintain first aid certification at SFA CPR C level.
- Identify and mitigate any event-related health and safety concerns, both property-related and event-related, protecting Events East Group against losses, penalties, damages, settlements, or other expenses or liabilities.
- Coordinate Guest Experience Team emergency preparedness training.
- Resolutely support the Joint Operational Health and Safety Committee (JOHSC) in all its endeavors and promote health and safety initiatives by reinforcing organizational culture.

**Requirements**:

- Demonstrated leadership skills and experience; previous experience managing a team.
- Customer service/hospitality experience and relevant training.
- Strong computer and communication skills.
- Demonstrated understanding of and sensitivity to the diversity of patrons and staff.
- High comfort level dealing with clients and guests in challenging situations.
- Strong memory for event details and general event information.
- High comfort level dealing and engaging with the public including strangers, dignitaries, and VIPs.
- Long periods standing; required to move quickly throughout the facility.
- May be required to work long shifts 10 - 12 hours, including evenings, weekends, and holidays.
- Enjoy working in a fast paced, busy environment with variable conditions including noise, heights, and dark/di

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