Exhibit Services Coordinator

Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities.

The award-winning Vancouver Convention Centre owned and operated by the BC Pavilion Corporation (PavCo) is currently searching for a highly motivated and service-oriented full-time Exhibit Services Coordinator to join our team. Reporting to the Manager, Exhibits this position will be responsible for coordinating the exhibitor order process for tradeshows.
During the planning phase, the Exhibit Services Coordinator will consult all event stakeholders in regards to the exhibit services component of events and assist exhibitors on the show floor. The Exhibit Services Coordinator is a key component at the Vancouver Convention Centre (VCC) in terms of service excellence. This role requires an understanding of Exhibitor dynamics, trade show logistics, and an ability to multi-task under strict deadlines.
KEY RESPONSIBILITIES
Exhibit Services
- Collaborates with clients and other departments to plan and set up a customized exhibit services offering for events with tradeshow components.
- Consults with exhibitors on products and services and providing information related to VCC venue operations, event timing & location, shipping details, logistics, and both internal & external service providers.
- Represents exhibit services in event planning meetings with clients and other event stakeholders.
- Reviews and processes all exhibitor orders including electrical, plumbing, technology, audio/visual, security, housekeeping, banner rigging, and catering.
- Processes payments for all exhibitor orders including any required refunds and price negotiation.
- Evaluates booth and exhibit floorplans and suggests modifications to orders based on information provided.
- Assesses and resolves and/or escalates exhibitor issues including complex booth requirements as required.
- Liaises with VCC staff and suppliers to ensure that exhibitor feedback is shared and that services are completed as requested.
- Creates post-event statistics and recommendations for action to clients.

Service Desk
- Manages the service desk and assists exhibitors with service orders, Voyage Control bookings, resolves challenges, and escalations to management for complex issues and/or booth requirements.
- Collaborates with display companies and other exhibit service suppliers to provide exhibitors and clients with uninterrupted support between VCC and partners.
- Assists in training of staff working on the service desk.
- Prepares event binders including event details, exhibitor orders, and shift briefings.
- Checks in with staff on the floor during each shift and assists to resolve any issues that arise.
- Provides show floor support and coverage as required (event hours, evenings and weekends).

Administration and Projects
- Utilizes events management software (Ungerboeck) to review event information, enter orders for exhibit services and service desk personnel, and to close service orders post-event.
- Uses Voyage Control Logistics Management system to manage and monitor vehicle/driver/passenger venue access while working alongside event specific security staff.
- Monitors the VCC website for content editing and online ordering through USI Exhibitor Services Center.
- Attends weekly operations meeting and internal production meetings to represent exhibit services and logistics; attends department meetings and provides exhibit services feedback.
- Maintains and prepares show management documents.
- Audits booth numbers against exhibitor lists prior to move-in.
- Maintains exhibit services inventories for safety vests and service desk supplies.
- Provides coverage for other department staff for absences and vacations.
- Reviews and updates show management documents, Standard Operating Procedures (SOPs) and pricing.

QUALIFICATIONS, EXPERIENCE, AND COMPETENCIES
- College diploma or equivalent.
- Supplemental courses in business administration and/or event management considered an asset.
- 3 years of event related experience preferred.
- Working knowledge of the events industry, large-scale venue operations, trade show logistics, and Exhibitor dynamics including move-in/out procedures, safety and security and revenue generation.
- Experience working with events management-based software such as Ungerboeck (EBMS) is an asset.
- Exceptional customer experience skills with ability to anticipate guests’ needs.
- Excellent communication skills including the ability to have difficult conversations and to handle and resolve issues.
- Detail-oriented, organized with the ability to prioritize while working well under pressure to meet tight timelines.
- Highly adaptable and able to rapidly learn new skills and behaviours in response to changing circumstances in a fast-paced environment.
- Demonstrated ability to effectively collaborate in a team environment