Guest Experience Associate

3 weeks ago

Halifax, Canada Events East Full time

Reporting to the Guest Experience Manager, the Guest Experience Team (Associates) is responsible for maintaining a high level of engagement with clients, guests, and visitors of the Halifax Convention Centre.

The Guest Experience Team acts as ambassadors, responding to inquiries and requests in a timely and professional manner while providing wayfinding to guests and the public within the building and providing highlights about our key programs and supporting the promotion of Nova Scotia. This team of associates also monitors compliance with current venue policies and monitors guest activity for safety and soft security considerations, escalating as appropriate.

**Key Responsibilities**:

- Act as an engaging and approachable contact for conference conveners, delegates, and the general public visiting the facility.
- Manage public entrances/exits by greeting, directing, and announcing clients, guests, and visitors.
- Support visitors/guest in navigating the facility (assisted wayfinding); support movement of guests during events as required.
- Communicate with Event Operations teams (event management, security and building services) to ensure the safe and successful delivery of events.
- Ensure that the front of house, main Argyle Lobby and Grafton Street lobby area remain clean, tidy and free of obstacles.
- Retain knowledge of events occurring in the Halifax Convention Centre and other Event East facilities, and a general familiarity with current events in Halifax.
- Understand Events East Emergency Procedures, evacuation procedures, and provide assistance during emergency responses where necessary; support the Fire Warden program in the event of fire bells.

**Workplace Expectations**:

- Arrive for your scheduled shifts in a timely manner.
- Maintain a presentable appearance and pleasant demeanor; full uniform must be worn.
- Communicate in a polite, professional, and guest-oriented manner with a view to providing an excellent guest experience.
- Act as a role model as an employee by following and adhering to Events East policies, procedures, and values.
- Comply with all Events East Occupational Health & Safety policies, procedures, and required training such as basic first aid.
- Demonstrate respect in the workplace on each shift.

**Educational and Experiential Requirements**:

- Basic computer skills (use of cell phone, radio, etc.)
- Previous customer service experience/training.
- High comfort level engaging with different types of clients and guests.
- Demonstrate understanding of a sensitivity to the diversity of patrons and staff.
- Knowledge of the tourism and hospitality sector of Halifax, its shops, events and attractions, restaurants and bars are considered an asset.

**Physical Demands**:

- Long periods standing; required to move throughout the facility.
- May be required to work long shifts 10 - 12 hours, including evenings, weekends and holidays.
- Fast paced, busy environment with variable conditions including, noise, heights, and dark/dim lighting.

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