Guest Experience Manager

Who we are:
As one of Canada's premier music venues, the Francis Winspear Centre for Music provides musical experiences rooted in creativity, imagination, and excellence. We emphasize the importance of live experiences, hosting music groups and individuals of all abilities, anchored by our resident artists, the Edmonton Symphony Orchestra.

Located on Indigenous peoples’ traditional lands, we believe music is an expressive language that unites people. We are dedicated to providing a safe, welcoming, and accessible space for our community to create, exhibit, and learn about music.

How we work:
We operate year-round, with flexible schedules that may include evenings, weekends, and holidays, based on role and business needs. Our employees work at home, if possible, at the Winspear Centre, and when required, in the community. Our teams work collaboratively to meet team goals and work in a high trust environment where employees are motivated and manage their time to achieve deliverables.

Who you are:
Are you passionate about crafting exceptional beverage experiences and supporting local producers? We're seeking a Guest Experience Manager who brings creativity, industry expertise, and a collaborative spirit to our team.

As an expert in beverage service and menu development, you understand how to curate offerings that are customized and memorable. You’re driven by innovation and enjoy exploring new products and trends, all while aligning with our mission to highlight local businesses and deliver tailored guest experiences.

You're also someone who thrives in a team environment. With a shared love for music and creativity, you collaborate with colleagues to elevate not only your own work but the experience of everyone around you. Your dedication to service excellence brings joy to guests, and your motivation helps us meet and exceed our revenue goals.

What we can offer you:

- Upon probation completion, we offer a comprehensive health benefits package and matching RRSP contributions of up to 3%
- Flexible working hours in this full time role
- An organization that provides support, learning, and training opportunities
- Immersion in a culture that wants to share our love of music with the community

Job Summary:
The Guest Experience Manager (Concessions) reports to the Director of Guest Experience and oversees the bar and concessions operations of the Winspear Centre. This role is dedicated to creating exceptional experiences for patrons and staff, and leads by example to provide excellent service.

What you will do:

- Oversee bar and concession operations for Winspear Centre events
- Manage inventory of food and beverage products to meet demand, including ordering, receiving, storing, and maintaining products in an organized and clean environment
- Monitor sales and make recommendations for product offerings to increase revenue
- Maintain and effectively use a point of sale systems and inventory tracking tools
- Prepare and reconcile deposits and cash floats for staff, ensuring accuracy and accountability.
- Support the training of bar and concession staff to ensure exceptional service delivery
- Ensure AGLC regulations and laws are enforced and followed
- Align the Winspear Centre Values, Vision and Strategic Priorities throughout the team, so that they are showcased in every aspect of our service and experience provided to patrons, stakeholders, volunteers, clients, and community, etc.
- Collaborate with the Guest Experience management team to plan strategic initiatives that align with the business plan and the future state of the organization
- Manage a dynamic team of part time staff, along side the Guest Experience Manager (Staffing), to execute excellence in guest experience during Winspear Centre and ESO concerts and events
- Act as an event lead
- Strengthen relationships internally and externally
- Ensure events preparations are completed and executed as planned

Qualifications:

- Post-secondary education in Arts, Music, Arts & Cultural Management, Hospitality, or Business
- A minimum of 5 years of experience in customer service with supervisory experience preferably in an arts organization
- Effective leader to motivate and inspire diverse individuals
- Able to adapt to timelines, daily priorities, events, and staffing needs
- Competent in Microsoft Office and SharePoint
- Proficiency using software programs including Artifax, StaffSavvy, SalesVu, Square, and Tessitura is an asset
- ProServe certified
- Able to lift up to 25 pounds, and walking and standing for long periods of time
- Able to work daytime, evening, and weekends as required
- A clear criminal record check

Competencies:

- Detailed oriented
- Organized
- Time Management
- Adaptable
- Excellent Communicator

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Monday to Friday

Application