Guest Experience Team Lead

2 weeks ago

Halifax, Canada Events East Full time

**KEY RESPONSIBILITIES**:
**Operations**:
**Shift/Floor Supervision**:

- Provide floor supervision of the team if no shift lead is scheduled.
- Provide in-the-moment performance coaching and feedback to team members, ensuring that feedback provided to the associate is recorded and given to the Manager.
- Ensure the schedule is fulfilled to plan, including management of no shows and late/sick calls, while on shift.
- First point of escalation for any guest or employee conflict on shift.
- Leads Pop-Up program installation and owns Tourism NS ventures with Guest Experience team.

**Additional Duties**:

- Prepare and deliver shift briefing notes for Guest Experience team.
- Draft event resumes for both buildings (Scotiabank Center and Halifax Convention Center) for approval by Guest Experience Manager
- Assist in reviewing and submitting time and attendance sheets, including review of Synerion.

**Health and Safety**:

- Coordinate Guest Experience Team emergency preparedness training ensure team compliance with all OHS policies and procedures.
- Support the Joint Operational Health and Safety Committee (JOHSC) in all its endeavors and promote health and safety initiatives by reinforcing organizational culture.

**ROLE REQUIREMENTS**

**Educational Requirements**:

- While a minimum grade 12 or equivalent educational level is required, a strong emphasis is placed on demonstrated supervisory skills and experience.

**Professional Requirements (Demonstrated)**:

- Customer service and/or hospitality experience and relevant training.
- Understanding of and sensitivity to the diversity of guests and colleagues.
- Comfort dealing with clients and guests in challenging situations.
- Confidence dealing and engaging with the public including strangers, dignitaries, and VIP.

**Physical Requirements**:

- Long periods standing on cement and concrete; required to move throughout the venue; ability to repeatedly climb stairs.
- May be required to work long shifts 10 - 12 hours, including variable shifts of evenings, weekends, and holidays.

During the recruitment process, applicants have the right to request an accommodation. Any applicant invited to participate in testing or an interview and who requires an accommodation should discuss their needs, in confidence, with the Recruiter when selected.

**TO APPLY**: via Career Beacon.

**APPLICATION DEADLINE**: Applications will be reviewed as they are received until the position is filled.

We thank all applicants for their interest, however only those selected for interview will be contacted.

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