Event Lead, Hospitality Services

1 month ago

Toronto, Canada Scotiabank Full time

Requisition ID: 210037

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**:
The Event Lead, Hospitality Services will be responsible for booking and planning events in the Scotiabank Centre and Scotiabank North Customer Centre, as well as other spaces managed by the team, requiring the ability to develop strong relationships with frequent clients. The incumbent will be responsible for ensuring other departments involved in the execution of events (food service - Aramark, facilities, and technology) deliver the expected result at the expected time to the satisfaction of the clients. The incumbent will also be responsible for managing outside vendors required for events.

**Accountabilities**:
**1) Contribute to customer satisfaction by ensuring virtual and in-person executive events in the managed facilities are delivered on time, on budget, and to the highest level of service by**:

- Meeting established standards and time frames when responding to inquiries from clients and demonstrating a thorough knowledge of the managed physical premises, service, food & beverage & technical offerings.
- Providing strategic guidance on event planning to ensure client’s objectives are met for each event.
- Consult with client on audio-visual requirements, and provide recommendations to achieve event objectives with the least cost and best result using in-house capabilities whenever possible.
- Recommend appropriate food & beverage offerings to suit the event needs and budget, including customized menus when appropriate.
- Communicate event requirements to operating departments following the prescribed process.
- Providing client with cost quotation for bookings, using creative thinking to meet budget constraints wherever possible.
- Demonstrating impeccable judgment in accommodating guest requests on site.
- Reviewing meeting room, food & beverage & audio-visual set-up in advance of client arrival, and liaising with operations teams to remedy any deficiencies
- Monitoring service levels provided by food & beverage provider and correcting immediately as required or escalating to the Director in the case of persistent issues
- Following the conclusion of the event, collecting all necessary costs and processing client billing as prescribed by processes.
- Researching, and contracting external vendors to fulfill client event requirements where necessary, and managing external vendors while on site.

**2) Ensure highest and best use of the managed facilities by**:

- Developing thorough knowledge of bank executive structure to allow for prioritization of bookings.
- Managing requests for space to maximize usage, and minimize labour required to change rooms

**3) Focus on the customer by**:

- Ensuring all guests to the managed facilities (event hosts, executives, outside guests and Scotiabankers) are greeted appropriately and directed to the correct room.
- Ensuring all feasible guests requests are accommodated in a polished, professional manner

**4) Identify improvements in services and processes by**:

- Contributing ideas to improve customer service offerings on an ongoing basis.
- Developing and maintaining strong and open relationships with frequent clients in order to solicit feedback about needed improvements.
- Acting as a customer advocate to ensure existing processes are challenged to meet unique event needs where applicable.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

**Education/Work Experience/Designations**:

- Excellent phone & personal etiquette,
- Excellent verbal and written communication skills, English fluency, French & Spanish verbal & written fluency an asset
- Excellent and proven customer service record,
- Punctual,
- Able to work with mínimal supervision and manage a diverse network of vendors, co-workers from other Scotiabank teams and contractors (Aramark, BGIS
- Knowledge of MS Office (Word, Excel, Outlook, Access)

**Dimensions**:

- With mínimal supervision, the Event Lead is expected to manage their workload, provide superior customer service and meet all event deadlines at all times.
- Provide expert advice to executive clients from across all areas of Scotiabank, up to and including the CEO, regarding the planning and execution of events from 2-700 guests.
- Plan and execute a portfolio of approximately 300 events per year.

**Working Conditions**:
Combination of offic

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