Guest Experience Manager

7 months ago

Halifax, Canada Events East Group Full time

Halifax, NS Customer Service Experienced Full-time

**THE ORGANIZATION**:
At Events East Group, we proudly manage and operate the Halifax Convention Centre, Scotiabank Centre and Scotiabank Centre Box Office. Our people and our community make us the favoured event destination for our guests. Whether we're attracting large delegations or hosting an elite group of athletes for an international competition, we are a catalyst for new opportunities and connections between Nova Scotia and the world.

Designed to meet the needs of multiple events, Nova Scotia's Halifax Convention Centre offers over 120,000 square feet of flexible event space in the heart of downtown. The Halifax Convention Centre is part of the Nova Centre, a million-square-foot, mixed-use development that includes a hotel, office towers, and retail space. It is the largest integrated development project in the province's history.

The Scotiabank Centre, managed by Events East Group, is the largest multipurpose facility in Atlantic Canada, serving as the region's premier venue for major entertainment and sporting events and the nucleus of major event activity in Nova Scotia. Having hosted the world's top performers, homegrown talent, best in class athletes and many performers in between, Scotiabank Centre has been a source for community vibrancy and pride for over 35 years. With a seating capacity of more than 10,000 and the versatility to accommodate a range of events, Scotiabank Centre hosts close to 500,000 attendees each year and is home to the Halifax Mooseheads, Halifax Thunderbirds Lacrosse and the Royal Nova Scotia International Tattoo.

**THE POSITION**:
The Guest Experience Manager (GEM) is accountable for implementation of the guest experience strategy as it relates to the Guest Experience Team at the Halifax Convention Centre (HCC) and the Event Attendants at Scotiabank Centre (SBC). Reporting to the Senior Manager, Event Operations, the GEM maintains alignment with other operational teams to ensure a consistent delivery of guest service.

This GEM also supports recruitment, retention, and leads training for their teams. The GEM champions organizational values and standards while fostering an equitable, diverse, and inclusive working environment.

**THE DUTIES AND RESPONSIBILITIES**:
**Values**:
Act as mentor for supervisors, leads, and variable staff. Act as a positive role model for all staff members in job performance, work ethic, and disposition.
Adhere to all Events East Group policies, procedures and guidelines.
Cultivate positive relationships across the organization and with guests.
Support and participate fully in training and development initiatives.

**Service Excellence**:
Supports the implementation of a consistent, integrated Guest Experience Program aligned with the overall vision with particular focus on Premium products and services.

**Operations**:
Provides dedicated, on-site support to Guest Experience teams during events, as determined in conjunction with Senior Manager, Event Operations.
In collaboration with Event Management, develops and implements strategies around movement of guests/path of travel within both venues, including support for assisted wayfinding program and accessibility requirements.
**Attends internal and client facing meetings (i.e.**: pre/post-cons, operations meetings, etc.) to facilitate event familiarity and collaboration with other departments.

**Administration**:
Leads efficient scheduling practices for both venues, based on event requirements.
Manages purchase and inventory control of departmental supplies (i.e.: hospitality kit items, uniforms, coat check supplies, signage displays, etc.).
Prepares service delivery standard documents.

**Leadership**:
Provide coaching and performance management to employees aligned with corporate visions, mission, values, and business goals.
Proactively build and maintain key relationships in the guest experience/customer service sector, including but not limited to, hotels (including Sutton Place and Prince George), Taste of Nova Scotia, Downtown Halifax Business Association, non-official local event staffing companies (BBW), etc.
Foster positive relationships with all teams, championing organizational values and recognizing colleagues who demonstrate supporting behaviors.
Actively participate and provide constructive leadership in meetings, projects, and working groups as assigned and directed.

**Training & Development**:
Lead and reinforce the onboarding, training and development of team members.
Support the adoption of new projects as they are introduced to the department.
Recognize team members for good work and communicating the occurrences with senior manager.
Manages employee performance by providing coaching, correction and discipline when required.

**Health & Safety**:
Achieve and maintain first aid certification at SFA CPR C level.
Identify and mitigate any event-related health and safety concerns, both property-related and event-related,

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