Guest Experience Supervisor

4 weeks ago

Halifax, Canada Events East Group Full time

Halifax, NS
Hospitality and Food Service
Experienced
Full-time
**THE ORGANIZATION**:
At Events East Group, we proudly manage and operate the Halifax Convention Centre, Scotiabank Centre and Scotiabank Centre Box Office. Our people and our community make us the favoured event destination for our guests. 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.
Designed to meet the needs of multiple events, Nova Scotia's Halifax Convention Centre offers over 120,000 square feet of flexible event space in the heart of downtown. The Halifax Convention Centre is part of the Nova Centre, a million-square-foot, mixed-use development that includes a hotel, office towers, and retail space. It is the largest integrated development project in the province's history.
The Scotiabank Centre, managed by Events East Group, is the largest multipurpose facility in Atlantic Canada, serving as the region's premier venue for major entertainment and sporting events and the nucleus of major event activity in Nova Scotia. Having hosted the world's top performers, homegrown talent, best in class athletes and many performers in between, Scotiabank Centre has been a source for community vibrancy and pride for over 35 years. With a seating capacity of more than 10,000 and the versatility to accommodate a range of events, Scotiabank Centre hosts close to 500,000 attendees each year and is home to the Halifax Mooseheads, Halifax Thunderbirds Lacrosse and the Royal Nova Scotia International Tattoo.
**THE POSITION**:
Reporting to the Guest Experience Manager, the Guest Experience Supervisor (GES) supports Events East Group by overseeing the delivery of the guest experience strategy by Guest Experience (GE / EA) Team members. The GES is mindful of delivering a superior experience for fans and guests at the Scotiabank Centre and the Halifax Convention Centre by providing on-site event support to the GE Team, including in-the-moment job coaching and performance management.
The Guest Experience Supervisor also supports the Guest Experience Manager with administrative and organizational tasks, as required including, but not limited to, scheduling and payroll.
**THE DUTIES AND RESPONSIBILITIES**:
**Operations**:
Provide on-site floor support to Guest Experience team members and Event Attendants during events to ensure service delivery standards and policies are followed.
Participate in on-site event roles including rolling-out operational models, managing line-ups, resolving ticket issues, leading Pop-Up program installation, attending to Premium Seating and the Zen Room.
Prepare event posting sheets, event notes and signage as required.
Oversee execution of EA accessibility program.
Collaborate with security partners during events.
Support the implementation of a consistent, integrated Guest Experience Program aligned with the overall vision with particular focus on Premium products and services.
Other duties as required.
**Administration**:
Prepare schedules for both facilities and identify gaps or concerns.
Aid in bi-weekly payroll entry.
Participate actively during internal meetings and contribute to discussions to facilitate familiarity and collaboration with other departments.
Support work orders such as coat check and signage needs.
Attend job fairs and take part in other recruitment strategies.
Participate in the interview and reference check process.
Prepare paperwork for newly hired team members.
**Leadership**:
Provide in-the-moment coaching and performance management to employees aligned with corporate visions, mission, values, and business goals.
Support performance management by coaching and ensuring the completion of appropriate documentation.
Recognize team members for good work and communicate the occurrences with the Senior Manager, Event Operations.
Act as on-site escalation support during key events.
Prepare, deliver, and assist in shift briefings.
Train and maintain the principles of Equity, Diversity and Inclusion.
Perform orientations and on-site training for new hires and annual refresher training for teams.
**Health & Safety**:
Report all safety hazards to the direct supervisor as soon as is reasonably possible. Take action to correct the safety hazard if possible and reasonable.
Report all incidents and near misses to the direct supervisor as soon as is reasonably possible. Participate fully in the incident and near miss investigation procedure.
Create, promote, and follow all departmental standards and guidelines, job procedures, and equipment operation protocols to continuously ensure the safety of oneself, team members, and clients.
Achieve and maintain first aid certification at SFA CPR C level.
**THE PERKS AND BENEFITS**:
Sick and personal days
Employee and Family Assistance Program (EFAP) available through Telus Health
Discounts
Free counselling services
Resources ava

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