Client Support

**About the Stampede**

The Calgary Stampede is a not-for-profit community organization that preserves and promotes our western heritage, cultures and community spirit with a vision to create a world-class, year-round gathering place for the community. Exemplifying the theme, We’re Greatest Together, the Stampede is one of the most respected volunteer-based organizations in the world governed by a Board of Directors with over 2,500 passionate volunteers and 1,200 year-round employees.

As an organization that exists for the benefit of the community, inclusion and equity are woven into our core values of western hospitality, pride of place, integrity and commitment to the community. The world-class, year-round gathering place we have built for the community also welcomes visitors from around the world and those who are new to the local community. We know that blending diverse cultures with our long-standing traditions makes community spirit thrive.

**Position Summary**

The Client Support Assistant (internally referred to as Client Concierge) is responsible for representing BMO Centre management as the client’s first point of contact once an event is onsite. This position is critical to the successful delivery of event operations and supplier services to a broad range of diverse clients and events in a fast-paced environment. The Client Concierge is a member of a multi-faceted team responsible for providing service excellence with superior professionalism.

**Responsibilities**

Responsibilities of this role include, but are not limited to:
**Leadership**
- Providing guidance and leadership to fulfillment teams on event related matters.
- Leading by example at all times while contributing to the overall goals and objectives of the organization and delivering on the expectations of our customers.

**Event Execution**
- Balancing client needs with the achievability of event logistics and venue standards.
- Ongoing liaison with client and supplier contacts for each event ensuring execution as planned. Ensuring all services are delivered accurately and on time as per work orders and floor plans.
- Resolving issues & conflicts when events are booked back to back or when operating multiple, simultaneous events. Facilitating problem solving & conflict resolution with clients, suppliers, employees, and stakeholders.
- Responding to all client & event requests including organizing, prioritizing, communicating, delegating and executing changes to function space, service requirements, staffing and access. Ensuring changes or additions made on-site are authorized by appropriate signing authorities.
- Coordinating communication and efforts with all employees & suppliers towards the goal of providing the highest level of service excellence through consistent, accurate and ongoing communication.
- Ensuring event safety regulations are adhered to, liaising with clients & suppliers during any building emergencies ensuring communication of essential information, guest safety and mínimal event impact. Coordinating with security teams and local authorities for events with VIP requirements and managing crowd control efforts during large scale public events.
- Conducting pre and post event inspections as move-ins and move-outs take place including ensuring spaces are clear and ready for the next event.
- Assigning, collecting and adjusting client key cards. Creating last-minute temporary signage.
- Carrying and responding to client radios/calls.
- Demonstrating emotional composure during fast paced and stressful situations.

**Venue Operations**
- Acting as venue representative in the absence of BMO Centre management including enforcing venue standards and regulations.
- Providing leadership and oversight to fulfillment teams and suppliers on event related matters.
- Ensuring heart of house areas are kept clear from event related items, coordinating with suppliers to have items removed from corridors as well as determining which items are to be disposed of.
- Ensuring operational levels are set accordingly including access points, lighting, elevators and escalators.
- Monitoring and communicating via internal radio on multiple channels using an earpiece.
- Maintaining financial and operational accountability for last-minute event requirements and relaying these changes to affected fulfillment teams.
- Keeping service excellence top of mind in execution of event requirements.

**Administration**
- Utilizing Ungerboeck to review and analyze information in daily reports.
- Maintaining a detailed log of activities during each shift.
- Communicating all relevant information during handover to ensure seamless shift transitions with team members including in-person handover briefings and handover notes.
- Ensuring floor plans are properly shared and implemented.
- Participating in department pre & post event planning meetings as required.

**Qualifications**

**Education**
- Completion of a 2-year diploma or certificate in event