Assistant Manager, Guest Experiance and Ticket

6 months ago

Regina, Canada Regina Exhibition Association Limited Full time

**THE OPPORTUNITY AWAITS YOU**

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

The Assistant Manager, Guest Experience & Ticketing is essential for managing the front-line guest experience requirements throughout REAL, including the guest experience, ticket operations and guest services operations. In addition, this leader is responsible for assisting and advancing ticketing optimization and guest satisfaction scores by helping to achieve the service culture goals of delivering extraordinary experiences, one moment at a time.

The Assistant Manager will play a lead role in guaranteeing a world-class experience for all visitors to the REAL campus and is ideal for an energetic and optimistic professional who thrives on creating positive, memorable experiences and building relationships with others.

**WHAT YOU WILL DO**

1. As a member of REAL's Management team, the Assistant Manager Guest Experience & Ticket Operations participates in the development of REAL's strategic planning process, develops, and implements the business unit plan to achieve the corporation's short and long-term goals by:

- contributing to the development, implementation, and continued monitoring of department benchmarks and standards, as well as internal customer service benchmarks and standards
- ensuring that department policies and procedures are followed and adhered to at all times constructively providing feedback and correcting performance to ensure compliance; Recommends policy and procedural revisions.
- Assisting in developing and implementing workplace safety plans and training designed to identify and mitigate facility safety hazards and ensures that they are corrected in a timely manner.
- Collaborates with peers and internal client groups, guiding the execution of events and service delivery by Guest Experience and its team.
- Evaluating and accounting for the utilization of labour, equipment resources and additional supplies; ensuring that the appropriate costing & expenses are directed to the correct activity, location, or cost center.
- Identifying and documenting lessons learned in resource utilization for the Guest Experience & Ticketing functions in order to capitalize on best practices going forward.
- Translates the Operational Plans into Tactical Plans, determining what will be done now, done next, etc.

2. Directs, implements, and evaluates all Guest Experience & Ticket Operations services to support event, entertainment, and recreational requirements by:

- Executing the front-line delivery plans, overseeing effective and efficient customer service outcomes for day-to-day operations and ticketed events. This includes the planning of work schedules, hours, areas of work, and job duties amongst all guest experience representatives, guest services and ticket operations representatives.
- Supporting the day-to-day administration of REAL's ticketing software system. This includes but is not limited to:

- Fulfillment of internal ticketing requirements
- event manifest setup support
- system user access controls
- report generation
- Inventory management - seat kills, refunds, package development, etc.
- Equipment maintenance
- Ensuring compliance and consistent adherence to service delivery policies and procedures and providing support/solutions to front line staff for day-to-day and event-specific operations by managing pre and post event inspections of REAL's public-facing space
- Assisting with the development and playing a lead role in the delivery of Guest Experience and Ticket Operations specific training, ensuring all team members are equipped to provide excellent guest service in their respective functions.
- Planning, organizing, scheduling, directing and motivating team members to achieve peak productivity and performance for the Guest Experience functions across campus.
- Administering responsive, consistent, and pro-active service delivery to guests, including effective coordination and communication of daily planned and unplanned Guest Experience activities, while ensuring minimum disruption to other campus activities
- Collaborating with internal departments and committees to resolve all guest comments and concerns in a timely manner and demonstrate creativity in finding solutions that put the needs of the guest first.
- Interacting daily and providing timely communication updates to the Guest Experience team and Internal stakeholders to ensure compliance with policies and processes and to keep service excellence top of mind in the execution of Day-to-day and event requirements.
- Continually reviewing the guest journey and bringing forward solutions to enhance the overall guest experience with supported research, understanding and direct feedback from our guests
- Sharing in the responsibilities of

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