Manager, Guest Experience

3 months ago

Calgary, Canada Calgary Stampede Full time

**About the Calgary Stampede**

The Calgary Stampede celebrates the people, the animals, the land, the traditions and the values that make up the unique spirit of the west. The Calgary Stampede contributes to the quality of life in Calgary and southern Alberta through our world-renowned Stampede, year-round facilities, western events and several youth and agriculture programs. Exemplifying the theme We’re Greatest Together, we are a volunteer-supported, not-for-profit community organization that preserves and celebrates our western heritage, cultures and community spirit. All revenue is reinvested into Calgary Stampede programs and facilities.

**Position Summary**

The Manager, Guest Experience is responsible for overseeing and enhancing all aspects of the guest experience, resolving escalated issues, and leading a large operational team dedicated to onsite event support for our valued guests; this includes attendees, clients, and exhibitors.

This position is critical to the successful execution of events in a fast-paced environment ensuring that guests receive impeccable service from the moment they enter venues on Stampede Park until their departure. The Manager, Guest Experience incorporates insights from guest feedback in making recommendations for future improvements in event delivery and is a member of a multi-faceted team responsible for providing service excellence with superior professionalism.

**Closing Date: Tuesday Oct 1, 2024**

**Responsibilities**

Year Round Responsibilities:
Responsibilities of this role include, but are not limited to:

- Guest Experience - holds the team accountable to establish and maintain high service standards, including quality assurance, documentation, training and implementation of standards, accountability in delivery of standards, identify areas of opportunity for improved service and revenue generation
- Design and oversight of event operations and revenue generating opportunities - develops operational plans that support the team delivering service excellence to include: identifying opportunities for operational efficiency and effectiveness, new revenue opportunities, planning and event execution, development of departmental policies and processes, procedures, championing health & safety policies and procedures
- Leads, motivates and mentors the Guest Experience teams to ensure performance standards and alignment with divisional strategic plan. Provides leadership with exceptional communication, team engagement initiatives and manages performance. Directly accountable for personal and team’s development opportunities and succession planning

Stampede Time Responsibilities:
Responsibilities of this role include, but are not limited to:

- Provide planning and event execution support for Stampede time initiatives
- Continuously monitor and adapt to the fast-paced environment, reporting major issues or incidents to the appropriate parties
- Oversee a larger-than-usual team of guest experience associates, ensuring they are well-prepared for the increased volume of guests
- Resolve guest complaints effectively and efficiently, especially under time pressure, maintaining a positive image of the Calgary Stampede
- Coordinate with other operational teams to ensure a smooth guest experience during concerts, rodeo events, parade day, and other high-profile activities
- Oversees two operational budgets during Stampede time
- Responsible for overseeing lost kids and reuniting kids with their parents/guardians. Liaising with stakeholders such as the Calgary Police Service
- Responsible for service recovery, supporting other departments to resolve guest complaints effectively and efficiently
- Post Stampede, conduct a debrief with direct reports to assess team performance, identify areas for improvement, and gather guest feedback for future planning

**Qualifications**
- Minimum 5 years experience required at a management level in the events industry with large-scale venue operations
- Experience in some or all of the following: guest experience, event management, hotel management, catering, event technology and event/venue logistics
- A minimum of a University Degree in Business Administration, Hospitality Management, or related field
- Intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint and Outlook)
- Knowledge and experience in radios and tablets
- Experience with Ungerboeck (EBMS) and floor plan systems considered an asset
- Excellent written and verbal communication skills
- Willingness to work a flexible schedule, including evenings and weekends
- Excellent interpersonal skills and an ability to work effectively and build relationships at all levels in an organization
- Occasional lifting, pushing, crouching, bending, kneeling and reaching.
- Fast-paced environment, work under pressure, attention to detail and visual acuity
- Combination of sitting, walking and occasional standing for extended periods
- Occasional repetitive arm, hand and finger m

  • Guest Experience Ambassador

    2 weeks ago

    Calgary, Alberta, Canada Marriott International Full time

    **Position Summary**At Marriott International, we're seeking a talented Guest Experience Ambassador to join our team. As a key member of our staff, you'll be responsible for delivering exceptional guest experiences that leave a lasting impression.**Key Responsibilities:**Provide personalized service to guests, ensuring their stay is memorable and...

  • Guest Experience Director

    2 weeks ago

    Calgary, Alberta, Canada Boston Pizza International Inc Full time

    Company Overview:Boston Pizza International Inc is a leading casual dining restaurant in Canada, with over 50 years of experience and a commitment to excellence.Salary:The estimated salary for this position varies depending on experience, but ranges from $60,000 to $80,000 per year.Job Description:A Guest Experience Director at Boston Pizza assists the...

  • Guest Experience Staff

    1 month ago

    Calgary, Canada SKA Thermal Spa Full time

    **Join Our Team at SKA Thermal Spa - Now Hiring Guest Experience Staff!** Are you passionate about hospitality and looking for a fun, supportive work environment? SKA Thermal Spa, located in the heart of downtown Calgary, is hiring Guest Experience Staff to join our dynamic team! Whether you're kickstarting your career or looking to make some extra cash,...

  • Guest Experience Expert

    3 months ago

    Calgary, Canada Marriott International, Inc Full time

    **Job Number** 24148326 **Job Category** Rooms & Guest Services Operations **Location** Delta Hotels Calgary Airport In-Terminal, 2001 Airport Road NE, Calgary, Alberta, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...

  • Guest Experience Expert

    2 weeks ago

    Calgary, Canada Marriott International, Inc Full time

    **Additional Information**Part time position, hours may not be guaranteed **Job Number**24198462 **Job Category**Rooms & Guest Services Operations **Location**Delta Hotels Calgary Airport In-Terminal, 2001 Airport Road NE, Calgary, Alberta, Canada, T2E 6Z8 **Schedule**Part Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t...

  • Guest Experience Expert

    3 months ago

    Calgary, Canada Marriott International, Inc Full time

    **Job Number** 24148322 **Job Category** Rooms & Guest Services Operations **Location** Calgary Airport Marriott In-Terminal Hotel, 2008 Airport Road NE, Calgary, Alberta, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...

  • Front Desk

    5 months ago

    Calgary, Canada Marriott International, Inc Full time

    **Job Number** 23198526 **Job Category** Rooms & Guest Services Operations **Location** Calgary Airport Marriott In-Terminal Hotel, 2008 Airport Road NE, Calgary, Alberta, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth...

  • Guest Experience Specialist

    1 month ago

    Calgary, Alberta, Canada Marriott International Full time

    POSITION SUMMARYAt Marriott International, we're not just about providing a smooth check-in and check-out experience. We're about crafting an unforgettable journey for our guests. As a Guest Experience Expert, you'll take the initiative to deliver exceptional services that guide guests through their entire stay. With the freedom to move about and take...

  • Guest Experience Ambassador

    1 month ago

    Calgary, Alberta, Canada Edo Japan Full time

    About the Role:We are seeking a highly skilled Guest Experience Specialist to join our team at Edo Japan. As a Guest Experience Specialist, you will be responsible for creating an exceptional dining experience for our customers.Key Responsibilities:Engage and interact with customers to create a legendary guest experienceMaster knowledge of our menu,...

  • Guest Experience Ambassador

    2 months ago

    Calgary, Canada Shape Properties Corp. Full time

    **Destination Deerfoot City** Calgary, BC Part Time (Seasonal) **ABOUT SHAPE** SHAPE is the real estate investment, development and management company leading some of the largest and most exciting projects in North America including The Amazing Brentwood, The City of Lougheed and RC at CF Richmond Centre. Through our fully integrated platform, SHAPE...

  • Automotive Guest Experience Specialist

    2 weeks ago

    Calgary, Canada Northstar Auto Group Full time

    NorthStar Ford Auto Group is looking for an Guest Experience Specialist to join our busy service department in Northwest Calgary! Are you the type of person that; - Will do what is necessary to ensure that all guests have the best experience possible? - Believes that your coworker’s success is directly connected to your own success? The Guest Experience...

  • Marketing and Guest Experience Director

    4 weeks ago

    Calgary, Alberta, Canada MNP Community & Sport Centre Full time

    Job SummaryThe Marketing and Guest Experience Director is a key leadership role at MNP Community & Sport Centre, responsible for driving membership growth and retention, filling programs and services to capacity, and cultivating partnerships. This role oversees the Guest Service department and directs the development of innovative advertising programs that...

  • Guest Experience Specialist

    4 weeks ago

    Calgary, Canada North Hill Mazda Full time

    As a Guest Experience Specialist at North Hill Mazda, you will create exciting and memorable experiences as our guests pick up their new vehicles and assist our Finance team with administrative tasks as needed. **Experience working In the Heart of the City.** **About us**:North Hill Mazda has been providing unparalleled service to our customers for over 50...

  • Marketing and Guest Experience Director

    2 weeks ago

    Calgary, Alberta, Canada MNP Community & Sport Centre Full time

    About UsMNP Community & Sport Centre is a leading recreation facility dedicated to providing exceptional experiences for our members. We are committed to fostering a culture of excellence, innovation, and teamwork.Job DescriptionWe are seeking a highly skilled Marketing and Guest Experience Director to join our senior leadership team. As a key member of our...

  • Guest Experience

    3 months ago

    Calgary, Canada Strip Joint Chicken Full time

    **Join Our Team at Strip Joint Chicken!** Ever wanted to tell Grandma you work at the Strip Joint? Are you passionate about chicken tenders and creating memorable guest experiences? Strip Joint Chicken is looking for enthusiastic individuals to join us as Guest Experience & Service Attendants on a part-time basis, with an immediate start. **About Us**: At...

  • Guest Experience Specialist

    4 months ago

    Calgary, Canada North Hill Mazda Full time

    As a Guest Experience Specialist at North Hill Mazda, you will create exciting and memorable experiences as our guests pick up their new vehicles and assist our Finance team with administrative tasks as needed.Experience working In the Heart of the City.About us: North Hill Mazda has been providing unparalleled service to our customers for over 50 years. Our...

  • Guest Experience

    2 months ago

    Calgary, Canada Strip Joint Chicken Full time

    **Join Our Team at Strip Joint Chicken!** Ever wanted to tell Grandma you work at the Strip Joint? Are you passionate about chicken tenders and creating memorable guest experiences? Strip Joint Chicken is looking for applicants with the ability to make people smile, laugh and go the extra mile to create memorable experiences. **About Us**: At Strip Joint...

  • Hotel Guest Experience Associate

    3 weeks ago

    Calgary, Alberta, Canada Pomeroy Lodging LP Full time

    Job SummaryWe are seeking a detail-oriented and enthusiastic Hotel Guest Experience Associate to join our team at the Westin Calgary Airport. As a Night Cleaner, you will play a crucial role in ensuring the cleanliness and quality of our hotel facilities, providing an exceptional experience for our guests.Key ResponsibilitiesMaintain a high level of...

  • Front Desk Guest Experience Specialist

    6 months ago

    Calgary, Canada Marriott International, Inc Full time

    **Additional Information** Courtyard Calgary Airport, Residence Inn Calgary Airport **Job Number** 24041754 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Calgary Airport, 2500 48th Avenue NE, Calgary, Alberta, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type**...

  • Front Desk Guest Experience Expert

    6 months ago

    Calgary, Canada Marriott International, Inc Full time

    **Additional Information** Morning Shift, Evening Shift **Job Number** 23159487 **Job Category** Rooms & Guest Services Operations **Location** Delta Hotels Calgary Airport In-Terminal, 2001 Airport Road NE, Calgary, Alberta, Canada **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs...