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Manager, Guest Experience and Ticket Operations

2 weeks ago

Regina, Canada Regina Exhibition Association Limited Full time

**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 REAL District. As the business unit facilitating most guest touchpoints, the Manager, Guest Experience & Ticket Operations can directly impact first impressions and overall guest satisfaction for all activities that take place at REAL District.

This leader will be responsible for developing and maintaining all aspects of REAL's ticketing and customer service deliverables and will inspire and challenge the business unit's frontline team to maximize the team's strengths and align their efforts with the organization's performance goals and corporate values. This position demands an innovative thinker that can optimize the guest experience, build strong partnerships and be personally accountable for achieving the service culture that will deliver extraordinary experiences, one moment at a time.

This position is ideal for an energetic, forward-thinking professional who strives to create positive, memorable experiences and build relationships with others.

**WHAT YOU WILL DO**
- As a member of REAL's Management team, the Manager of Guest Experience & Ticket Operations participates in the development of REAL's annual planning process, develops, and implements the business plan for the Guest Experience & Ticket Operations Business Unit.
- Lead, oversee and manage Guest Experience and Ticket Operations activities, programs, product offerings and services to support event, entertainment, and recreational requirements throughout REAL District.
- Lead business unit initiatives to achieve the highest standards of customer service delivery per REAL's standards and in alignment with industry standards.
- Lead effective business unit financial planning and management.
- Lead and develop a strong frontline team to carry out business unit strategies.
- Performs other duties on an as and when required basis.

**Requirements**:
**WHAT IT TAKES**

**Education and Experience**
- A degree or certification from a recognized post-secondary institution specializing in business administration, sport management, Tourism, or hospitality management; equivalent relevant work experience may be considered in lieu of formal education.
- 3-5 years of experience working in a similar environment; management experience in ticketing, guest services or hospitality is required.
- Sound knowledge of industry standards and emergent trends in Guest Services, ticketing and hospitality is considered an asset.
- Experience in online ticketing event builds is required; experience with assigned seating systems (e.g., Ticketmaster) and GA ticket platforms (e.g., Showpass) is preferred.
- Experience developing, leading teams in various job disciplines and managing change to create a service-oriented culture.
- Has a proven success record in improving guest satisfaction.
- Experience with effective workforce management, task prioritization, and employee performance coaching.
- Experience working in fast-paced, complex environments, maintaining emotional composure with a high degree of organizational effectiveness during stressful situations required.
- Experience in working in a unionized environment is considered an asset.

**Knowledge, Skills, and Abilities**
- Excellent interpersonal skills with the ability to interact effectively and in a professional, diplomatic, and mature manner with clients/guests at all levels as well as the team.
- Can display creativity in developing concepts and strategies that support a positive guest experience throughout REAL's facilities.
- Proven decision-making capabilities, balancing the guest's needs with the obligations and best interests of REAL in mind.
- Can demonstrate proficiency in managing multiple, complex priorities within demanding timeframes and competing deadlines.
- Strong time-management skills and a proven track record of delivering quality results with attention to details.
- Advanced Computer proficiency in Excel, Word, Outlook, and database management; points of sale system (POS) proficiency is an asset.
- Independent, creative self-starter who can initiate and adapt to new ideas.
- Ability to supervise and manage multidisciplinary staff.
- Knowledge of events and entertainment industry.
- Excellent leadership skills with the proven ability to lead and motivate team members.
- May work odd or long hours at a time to complete operational requirements, projects or to participate in or coordinate evening and off-hour activities.
- Must be able to obtain and maintain a satisfactory Criminal Record Check for the duration of employment.

**Benefi