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Accessibility Services Coordinator

3 months ago

Vancouver, British Columbia, Canada BC Place Full time

Guest Experience Coordinator

At BC Place, a division of BC Pavilion Corporation (PavCo), we are dedicated to crafting remarkable experiences and fostering deeper connections within our community, industry, and culture.

As the premier venue for live events in Western Canada, we host a diverse array of sporting events, concerts, consumer shows, and more throughout the year, while also engaging with the community through various partnerships and initiatives.

Celebrating over 40 years of exceptional events, our committed team strives to provide the highest level of service to our guests.

We are seeking a new Guest Experience Coordinator who will spearhead the implementation of accessible services and pathways, ensuring service excellence for all visitors to BC Place. This role will involve the development, execution, and monitoring of all accessibility and premium services. Furthermore, the coordinator will assist the Guest Experience Team in achieving and maintaining global leader standards, guaranteeing a memorable experience for every guest at BC Place.

Our ultimate aim is to create an accessible venue that allows all visitors to enjoy the same experience.

KEY RESPONSIBILITIES:

  • Collaborate with the events planning team to ensure accessible accommodations and pathways are highlighted for each event, including ticketing and hospitality;
  • Develop and deliver training on accessibility awareness for all new hires and ongoing staff at BC Place;
  • Partner with the BC Pavco Accessibility Committee to track and measure deliverables against the BC Place Accessibility Plan;
  • Work with the Communications team to keep the BC Place Accessibility page current and relevant;
  • Assist in the creation, implementation, monitoring, and enhancement of a comprehensive Guest Experience program that includes accessibility accommodations for BC Place;
  • In collaboration with the Assistant Manager, Guest Experience, address all guest concerns or discrepancies promptly, documenting and tracking issues 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, compliance, and other relevant guidelines.
  • Experience with Momentus (EBMS - Event Business Management System) or similar event management systems is advantageous.
  • Familiarity with project management tools is a plus.
  • Proficiency in IT, digital media, and social media platforms is highly desirable.
  • 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 exceptional customer service and guest experiences.
  • Ability to exercise sound business judgment, generating effective solutions quickly and escalating issues to management as necessary.
  • Capacity to thrive in a fast-paced environment.
  • Motivated self-starter with a proactive approach.
  • Willingness to work varied hours, including evenings, weekends, and holidays.

COMPENSATION:

The salary range for this position is $55,744 - $69,680, with offers aligned to PavCo's internal pay equity and the candidate's experience and education. Salary discussions and the overall compensation package will be addressed during initial phone interviews.

BENEFITS:

• Comprehensive benefits package and a robust government pension plan.
• Engaging projects.
• Supportive team environment.
• Opportunities for career advancement.