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Accessibility Services Coordinator
3 months ago
Guest Experience Coordinator
At BC Place, a division of BC Pavilion Corporation (PavCo), we are dedicated to crafting memorable experiences and fostering connections within our community and industry.
As the premier venue for live events in Western Canada, we host a diverse array of sporting events, concerts, and exhibitions throughout the year, while actively engaging with the community through various partnerships and initiatives.
With over 40 years of hosting remarkable events, our committed team is focused on delivering exceptional experiences for all attendees.
We are seeking a Guest Experience Coordinator who will spearhead the execution of accessible services and pathways, ensuring excellence in service for every visitor at BC Place. This role will involve the development, implementation, and assessment of all accessibility and premium services. Furthermore, the coordinator will assist the Guest Experience Team in achieving and upholding global standards, guaranteeing a remarkable experience for every guest.
Our mission is to create an inclusive environment where all visitors can enjoy the same level of experience.
KEY RESPONSIBILITIES:
Collaborate with the events planning team to ensure that accessible accommodations and pathways are clearly highlighted for each event, including ticketing and hospitality; Develop and deliver training on accessibility awareness for all new hires and ongoing staff; Partner with the BC Pavco Accessibility Committee to monitor and evaluate deliverables against the BC Place Accessibility Plan; Work with the Communications team to keep the BC Place Accessibility page current and informative; Assist in the creation, implementation, and enhancement of a comprehensive Guest Experience program that includes accessibility services; In conjunction with the Assistant Manager, Guest Experience, manage and resolve guest concerns or discrepancies promptly, documenting and tracking as necessary; Introduce innovative ideas and initiatives to elevate guest satisfaction and exceed expectations; Support BC Place community initiatives; Provide assistance to the broader BC Place Event Services Team as needed.QUALIFICATIONS:
3-5 years of experience in guest services, event coordination, or a related field, with a strong focus on accessibility. Degree or recognized certification in Hospitality or Facilities Management, or relevant academic training in management or business preferred. Proven experience in implementing accessible accommodations and addressing diverse guest needs. Familiarity with working in a unionized environment and managing collective bargaining agreements is an asset. Strong knowledge of accessibility standards, regulations, and compliance guidelines. Experience with event management systems is a plus. Proficiency in project management tools is advantageous. IT and digital literacy, including the use of desktop applications and social media, is a strong asset. Demonstrated ability to innovate in support of service excellence. Strong analytical skills to gather and interpret data for informed decision-making. Ability to prioritize and manage multiple projects simultaneously. Empathetic and attentive to the needs of guests with disabilities, ensuring their comfort and satisfaction. Excellent written and verbal communication skills. Commitment to delivering outstanding customer service and guest experiences. Ability to exercise sound judgment in generating effective solutions and escalating issues as necessary. Capacity to thrive in a fast-paced environment. Self-motivated with a proactive approach. Flexibility to work varied hours, including evenings, weekends, and holidays.COMPENSATION:
The salary range for this position is competitive and commensurate with experience and qualifications.
BENEFITS:
• Comprehensive benefits package and a robust government pension plan
• Engaging projects
• Supportive work environment
• Opportunities for career advancement
