Manager, Guest Experience and Ticket Operations

**THE OPPORTUNITY AWAITS YOU**

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

The Manager, Guest Experience & Ticket Operations plays a critical role in managing the Guest Experience team to ensure a safe, comfortable, and excellent guest experience throughout the REAL District. As the business unit that facilitates most guests' initial touchpoints, the Manager, Guest Experience & Ticket Operations can directly impact first impressions and overall guest satisfaction at REAL.

This leader will be responsible for developing and maintaining all aspects of REAL's ticketing and customer service operations and will be an inspirational role model by challenging and maximizing the team's strengths and aligning their efforts with the organization's values. This position demands an innovative thinker who can optimize the guest experience, build strong partnerships and be personally accountable for achieving the service culture goal of delivering extraordinary experiences, one moment at a time.

This position is ideal for an energetic and optimistic professional who thrives on creating positive, memorable experiences and building relationships with others.

**WHAT YOU WILL DO**

1. As a member of REAL's Management team, the Manager of Guest Experience & Ticket Operations participates in the development of REAL's strategic planning process, develops, and implements the business plan to achieve the corporation's short and long-term goals by:

- Developing, implementing, and managing the business unit's goals and objectives to achieve short to medium-term operational results of the Department.
- Managing the ongoing development and implementation of internal service delivery programs.
- monitoring and analyzing operational trends and staying updated on the latest trends, equipment, products, and processes related to effective & efficient guest experience and ticketing services to capitalize on opportunities and make recommendations for change if needed.
- Collaborating with peers and internal client groups, ensuring the execution of events and service delivery by the various teams within the portfolio.
- Evaluating the resource utilization and availability within the various Guest Experience & Ticketing teams - identifying, and forecasting potential resource deficit or surplus, and implementing plans to address identified gaps.

2. Leads, oversees and manages Guest Experience and Ticketing activities, programs, strategies and services to support event, entertainment and recreational requirements by:

- Ensuring appropriate event builds and administration in REAL's ticketing software system. This includes but is not limited to:
event manifest setup testing

system user access controls

report generation

Inventory management

Support pricing development, ongoing maintenance, promoter relationships, and building capacity in this area within the role.
- Liaising with promoters as well as internal and external clients on pricing, packaging, analytic reporting, and post-event reconciling needs.
- Maintaining and updating the Guest Experience and Ticket Operations systems and processes, and ensuring training programs are developed and executed with teams to ensure high-quality guest interactions.
- Leading Business Unit initiatives to achieve the highest standards of customer service delivery and in alignment with industry standards through development and implementation of Standard Operating Procedures (SOPs)
- Monitoring & advising to ensure service delivery, ticketing issues and complaints are noted and resolved effectively. Evolving the organization's customer service delivery mindset and response process through analysis of guest feedback. Continually monitor and evaluate the efficiency and effectiveness of existing Guest Experience Rep, Guest Services Rep and Ticket Operations Rep delivery methods and implement improvements accordingly. Reporting on customer reparations and demonstrating creativity in finding solutions that put the guest's needs first.
- Reviewing the guest journey and bringing forward actions for improvement when collaborating on cross-functional operational initiatives with fellow team members.
- Planning, organizing, scheduling, directing and motivating team members to achieve peak productivity and performance.
- Share in the responsibilities of attendance during REAL events when necessary for escalations/problems related to the guest experience.

3. Ensures effective Business Unit financial planning by:

- contributing to the development of the Department's annual budget, responsible for monitoring monthly financial statements and forecasting/implementing appropriate expenditure controls to manage costs.
- Reviewing invoicing to ensure all inputs are reported and invoice is submitted in a timely