Guest Experience Coordinator

2 months ago

Vancouver, British Columbia, Canada BC Place Full time

About BC Place

BC Place is a world-class venue that hosts a wide range of events, including sports, concerts, and consumer shows. We are committed to providing an exceptional experience for our guests, and we are seeking a highly skilled and dedicated individual to join our team as a Guest Experience Coordinator.

Job Summary

The Guest Experience Coordinator will play a key role in ensuring that all guests have a positive and inclusive experience at BC Place. This will involve developing and implementing accessible accommodations and pathways, as well as working with the events planning team to ensure that all events are accessible and inclusive.

Key Responsibilities

  • Develop and implement accessible accommodations and pathways for all events
  • Work with the events planning team to ensure that all events are accessible and inclusive
  • Create and deliver accessibility awareness training to all new hires and ongoing staff
  • Track and measure deliverables against BC Place Accessibility Plan
  • Coordinate with Communications team to ensure BC Place Accessibility page is up to date and relevant
  • Assist in the development, implementation, monitoring, and advancement of a comprehensive Guest Experience program
  • Administer and address all guest concerns or discrepancies promptly
  • Implement innovative ideas and initiatives to enhance guest satisfaction and exceed expectations
  • Assist with BC Place community initiatives
  • Support the broader BC Place Event Services Team as required

Requirements

  • 3-5 years' experience in guest services, event coordination, or a similar role, with a strong emphasis on accessibility
  • Degree or recognized certification in Hospitality or Facilities management or applicable academic training in management or business preferred
  • Proven track record of implementing accessible accommodations and working with diverse guest needs
  • Experience working in a unionized environment, and the daily administration of a collective bargaining agreement an asset
  • Strong understanding of accessibility standards and regulations, compliance, and other relevant guidelines
  • Experience using Momentus, (EBMS - Event Business Management System) or a similar event business management system an asset
  • Familiarity with project management tools an asset
  • IT, digital, and media literate, including the use of desktop programs, tablets, and social media a strong asset
  • Demonstrated ability to use innovation in support of service excellence delivery
  • Strong analytical skills with the ability to gather and interpret data to inform decision-making
  • Ability to prioritize and manage multiple projects at one time
  • Empathetic and attentive to the needs of guests with disabilities, ensuring their comfort and satisfaction
  • Strong written and verbal communication
  • Commitment to providing excellence customer service and guest experience
  • Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary
  • Ability to work in a fast-paced environment
  • Motivated self-starter with a proactive attitude
  • Willing and able to work varied hours, including evenings, weekends, holidays, and overnight shifts

What We Offer

  • Excellent benefits and a strong government pension plan
  • Interesting projects
  • Supportive team
  • Career growth

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