Supervisor, Guest Experience

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.

Reporting to the Manager of Guest Experience and Ticket Operations, the Supervisor of Guest Experience and Ticket Operations is responsible for assisting the Assistant Manager in leading the day-to-day service delivery in venues managed by Regina Exhibition Association Limited (REAL) and helps to maintain a welcoming and safe environment for all guests. This position will achieve these goals by providing directions & leadership through exceptional customer service and upholding venue policies in a friendly and professional manner. This role will supervise event day staff and assist management with day-to-day functions, including but not limited to: Ticket sales and Venue Operations.

**WHAT YOU WILL DO**
- Assisting in the administration of event information in the ticketing system, which may include, but not limited to, ongoing maintenance (i.e., processing promotor requests, venue requests, comp requests, refunds, etc.).
- Overseeing ticket sales and admission scanning execution for events using Ticketmaster TM1 systems and scanners.
- Troubleshooting any problems that may arise during event execution, document and action correction in a timely manner.
- Receiving, recording and reconciling debit, credit and special vouchers, as events require
- Assisting management with box office sales reporting, where required.
- Coaching/mentoring team on maximizing all sales opportunities during the transaction process through additional product offerings (parking, add-on experiences, upsells etc.).
- Properly scanning every guest’s ticket to ensure that each guest has a valid ticket.
- Greeting, monitoring, and controlling movement of guests in assigned areas within the venue to ensure guest safety and compliance with building policies.
- Providing reactionary service and following up on inquiries regarding ticket and event-related concerns.
- Overseeing team’s visibility and availability to provide superior service for event attendees. Locations include but not limited to: gate entrances, box offices, satellite box office kiosks and other locations within or around the venues as deemed necessary.
- Proactively addressing guests’ ticket needs by answering questions, giving directions and other information regarding REAL’s venues, never avoiding a guest or leaving a question unanswered.
- Preparing Ticket Ops Lead task requirements and executing pre-event meetings before each event accordingly.
- Ensure all Business Unit procedures and systems are maintained at all times.

**Requirements**:
**WHAT IT TAKES**
- High school diploma or GED equivalent required.
- Minimum of 3 years of increasingly responsible ticket ops/customer service experience, preferably with a sports facility, convention center, performing arts facility or multi-purpose public assembly facility. Minimum of 2 years in a supervisory role.
- Knowledge of ticketing software and systems preferred. Knowledge of Ticketmaster software system preferred.
- Previous experience in customer service in forward-facing industries is considered an asset
- Knowledge of operational characteristics, services and activities of stadium, arena, public assembly facility or convention center sales programs is considered an asset.
- Must possess excellent verbal and interpersonal skills and diplomacy with the public.
- Contribute to a high energy, fast paced environment that provides guests with an entertaining, fun and dynamic experience.
- Ability to proactively handle emergency and high stress situations while remaining calm and collected under pressure.
- Excellent computer and data manipulation skills, including software such as Microsoft.
- Ability to anticipate, identify and solve problems.
- Must be able to work flexible hours, including evenings and weekends due to operational requirement

**_Note that this position is an in-scope position under the RWDSU Collective Agreement. Shift start & stop times and scheduled days may be adjusted during course of employment, based on operational requirements._**

**Benefits**

**WHY CHOOSE REAL?**
- Here at REAL, we can offer unique experiences unlike any other organization:

- Make a difference in your own community.
- Be a part of an industry responsible to create fun and memorable moments for our guests.
- We offer competitive wages and industry standard benefits.
- Matching Group RRSP plan.
- Ability to obtain free tickets to a wide variety of sporting and entertainment events.
- Discounts during events you participate in as a guest.

While REAL appreciates the interest by all applicants, only those selected to advance to the next stage will be contacted. Note preference will be given to internal applicants holding existing REAL RWD

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