Manager, Guest Experience
4 months ago
**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 Centre Consultant
5 days ago
Calgary, Canada Guest Experience Center Full timeOverview: **RECIPE is looking for a Guest Experience Centre Consultant for the Calgary area** **to join our Guest Services team!** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Milestones, Pubs, Bier Markt, East Side...
-
Guest Experience Staff
2 months 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
4 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
1 hour ago
Calgary, Canada Marriott International, Inc Full time**Job Number** 23079629 **Job Category** Rooms & Guest Services Operations **Location** Calgary Marriott Downtown Hotel, 110 9th Avenue SE, Calgary, Alberta, Canada **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 check-out. Instead,...
-
Guest Experience Expert
2 months 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 weeks ago
Calgary, Canada Marriott International, Inc Full time**Additional Information**part time position available **Job Number**24211273 **Job Category**Rooms & Guest Services Operations **Location**Calgary Airport Marriott In-Terminal Hotel, 2008 Airport Road NE, Calgary, Alberta, Canada, T2E 3B9 **Schedule**Part Time **Located Remotely?**N **Position Type** Non-Management *** Our jobs aren’t just about giving...
-
Guest Experience Expert
4 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...
-
Guest Experience Specialist
3 weeks ago
Calgary, Alberta, Canada Marriott International, Inc Full timeWe are seeking a motivated Guest Experience Specialist to join our team at The Westin Calgary. In this role, you will be responsible for delivering exceptional guest experiences that exceed expectations.About the JobAs a Guest Experience Specialist, you will be empowered to move about your space and take initiative to address guest requests and operational...
-
Guest Experience Specialist
3 weeks ago
Calgary, Canada Signature Aviation Full timeThe Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service and value for the...
-
Front Desk
7 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
3 weeks ago
Calgary, Canada Signature Aviation Full time**JOB DESCRIPTION**: The Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability...
-
Director of Guest Experience
3 weeks ago
Calgary, Alberta, Canada Boston Pizza International, Inc. Full timeLead a Team to Deliver Exceptional Guest ExperiencesBoston Pizza International, Inc. is seeking a talented Front of House Manager to join our team!The successful candidate will be responsible for leading the Front of House team in delivering exceptional guest experiences from start to finish. This includes supporting the training, development, and...
-
Guest Experience Ambassador
3 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 months ago
Calgary, Canada Northstar Auto Group Full timeNorthStar 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...
-
Guest Experience Specialist Cashier
4 weeks ago
Calgary, Canada Edo Japan Full time**HERE WE GROW AGAIN- GUEST EXPERIENCE SPECIALIST (CASHIER)** Edo Japan is a health-conscious fast food Canadian restaurant chain specializing in Japanese Teppan-style cooking. We were founded in 1979 by Reverend Susumu Ikuta and continue our success to this day with more than 200 stores across Canada and we continue to grow. Our inclusive philosophy is at...
-
Guest Experience Specialist
2 months ago
Calgary, Canada North Hill Mazda Full timeAs 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
4 weeks ago
Calgary, Alberta, Canada MNP Community & Sport Centre Full timeOverview:MNP Community & Sport Centre seeks an experienced Marketing and Guest Experience Director to lead our team in delivering exceptional experiences for our members. This role is responsible for driving membership growth, retention, and sales through innovative marketing strategies, customer engagement, and partnership development.About the Role:The...
-
Guest Experience Specialist
2 weeks ago
Calgary, Canada Signature Aviation Full timeJOB DESCRIPTION The Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service...
-
Guest Experience Specialist
3 weeks ago
Calgary, Canada Signature Aviation Full timeJOB DESCRIPTION The Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service...
-
Guest Experience Specialist
3 weeks ago
Calgary, Canada Signature Aviation Full timeThe Guest Experience Specialist often serves as the face of Signature while interacting with guests, crew members, and coworkers in a professional, friendly, and courteous manner. A Guest Experience Specialist’s primary responsibility is to consistently guarantee every guest has an exemplary experience by demonstrating reliability service and value for the...