Hosting Supervisor

2 weeks ago

Vancouver, Canada BC Place Full time

Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities.

BC Place hosts the province’s biggest and brightest events. Home to the BC Lions Football Club, Vancouver Whitecaps FC, BC Sports Hall of Fame, the largest trade and consumer shows in Western Canada, world class concerts and incredible community events; a unique and exciting place to work We are a division of PavCo, a Crown Corporation with a mandate to generate economic and community benefit for the people of British Columbia.

**Primary Function**:
The Hosting Supervisor plays a role in the success of event operations at BC Place. This on-the-floor position will supervise Hosts and Team Leads, assist in hiring and training of staff, and oversee team/staff briefings. This role will enhance the ability of management to deal immediately with staff performance issues and play a big role in ensuring that employees are providing a high level of guest services.

**Responsibilities**:

- Ensure staff have the tools they need to perform their tasks to the highest standard possible; attend and monitor Team Lead briefing sessions to ensure event information is accurately related to their team;
- Provide direction to staff in the performance of their job responsibilities/duties; administer and interpret BC Place policies and procedures pertaining to the hosting work group;
- Ensure operational reports are completed and submitted by Team Leads at shift end; forward reports from Team Leads & Hosting Supervisors to applicable Event Manager;
- Follow up on staff-related issues as they arise; this may include discussions with Team Leads, Hosts, Managers and/or Supervisors, other event staff or guests;
- Ensure staff are providing Guest Service Excellence to clients, show managers, patrons, contractors and other staff; participate in Guest Service Excellence program by providing guest assistance when required;
- Follow up on guest-related issues as they arise;
- Assess staff performance and participate in performance evaluations; assist HR/LR department in developing a performance evaluation system and strategy;
- Assist HR in the progressive discipline process. Keep timely and accurate documentation on employee incidents and issues;
- Acknowledge outstanding performance or accomplishments through Staff Recognition awards;
- Provide feedback to other managers regarding their respective staff groups; liaise with other operational group managers and supervisors on a regular basis; assist other operational groups in the supervision of their staff as required;
- Monitor ongoing BCP radio communication, identifying situations where supervisory support is required;
- Review and analyze deployments pre
- and post
- event to ensure the most efficient and effective use of resources. Implement changes as required;
- Ensure compliance with WorkSafe BC regulations by BCP staff and when applicable, ensure staff are wearing correct Personal Protective Equipment; complete Accident Reports and ensure Incident, First-Aid or Witness reports are completed by staff. Make sure reports are distributed as required;
- Update payroll information post event ensuring shift start, end, break data, etc. is accurate;
- Participate in and become familiar with the Guest Experience program; become fully trained in the Train the Trainer program;
- Develop standards and operation procedures for department;
- Maintain files and records related to staff in conjunction with HR/LR and Event Operation departments;
- Support Exhibitor Services by ensuring a high level of service excellence to exhibitors and clients;
- Provide information to exhibitors related to venue operations, event timing, location, parking, and internal & external service providers;
- Assist exhibitors at the service desk during event hours (including evenings and weekends);
- Process exhibitor orders and payments for exhibitor orders;
- Audit booth numbers against exhibitor list prior to move-in to identify changes;
- Other duties as required.

**Qualifications, Experience and Competencies**:

- Grade 12 diploma or equivalent credentials;
- Completion of related courses such as management supervision, customer service, human resources, public relations, training;
- Experience working in a unionized environment and supervising unionized staff is required, preferably in the same or related industry;
- Proficiency in MS Word and Excel; Knowledge of EBMS and ABI an asset;
- Must be able to work varied hours including evenings and weekends;
- Excellent verbal and written communication skills, computer skills, interpersonal skills and organizational skills;
- Ability to prioritize conflicting requirements in a timely manner; ability to multi-task in a fast-paced environment with an emphasis on timelines and delivery;
- Commitment to providing excellent customer service and guest expe

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