Manager, Premium and Guest Experience

7 months ago

Vancouver, Canada BC Pavco 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.

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.

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.

We are hiring a Manager, Premium & Guest Experience. From conceptualization and execution, you will lead the development and management of premium experiences across our iconic venue.

This is a hands-on, proactive position requiring effective communication at all levels, both internally and externally.

Collaboration across departments and coordination with staff and suppliers will be second nature to you, ensuring flawless execution. You will navigate and deliver for our clients and your focus will remain on consistently delivering the Stadium’s most premium and distinctive guest experiences.

This role will work to identify, develop and implement the premium offering and experiences within BC Place. The Manager, Premium & Guest Experience will work with our food and beverage partner, our staff and all internal teams to develop our offerings and ensure the service delivery reflects a premium experience for guests utilizing these spaces.

The Manager, Premium & Guest Experience will also work on all aspects of BC Place’s Guest Experience while leading a team of 200+ in the Hosting department. The Manager, Premium & Guest Experience will ensure our people have the tools and knowledge to deliver exceptional experiences to all guests.

**WHAT YOU WILL DO**:

- Help identify areas to grow the stadium’s revenue through premium offerings and experiences.
- Constantly striving to hone existing and develop new and exciting premium offerings for BC Place and its guests and clients.
- Outlining appropriate staffing requirements for premium experience planning & delivery.
- Develop, implement and lead a service recovery program;
- Manage approximately 200 frontline Event Hosts.
- Senior leader on duty for premium and guest experience during major events.
- Establish, maintain and lead frontline service standards and SOP’s.
- Anticipate possible service challenges and proactively address.
- Work with our clients and anchor tenants’ Premium and Guest Experience counterparts (BC Lions and Vancouver Whitecaps FC) to ensure consistent, timely, delivery of service excellence and SOP’s for our guests.
- In partnership with HR’s Learning and Development, contribute to the design and delivery of our Premium Guest Experience program to all frontline staff.
- Respond to guest concerns as required.
- Documentation and tracking of all guest concerns.
- Manage and set performance plans and objectives for part-time Hosting Supervisor team members.
- Assist Talent Acquisition with recruitment efforts to maintain adequate staff numbers in the Hosting Department.

**WHAT YOU BRING**:

- Degree or recognized certification in Hospitality or Facilities management or applicable academic training in management or business.
- Minimum 5 years’ experience in a supervisory or management role in Events and Guest Experience within the Sports and Entertainment or Hospitality Industries.
- IT, digital and media literate including the use of desktop programs, and social media; proficient in Microsoft Office and other related software.
- Proficiency with EBMS (Event Business Management System), or a similar event business management system an asset.
- A proven track record of using innovation in support of events and service excellence delivery.
- Demonstrated ability to set and achieve high performance standards and achieve them through collaborating with the department and extended team.
- High level of analytical and interpersonal skills, including strong written and verbal communication.
- Good organizational skills; ability to prioritize and manage multiple projects and tasks at one time.
- Experience with working in a unionized environment, and the daily administration of a collective bargaining agreement.
- Ability to work flexible hours supporting events including evenings, weekends and holidays.
- Guided by values that align with BC Place values and committed to service excelle

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