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Guest Services Coordinator

2 weeks ago

Vancouver, Canada Vancouver Convention Centre Full time

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 hiring Casual Guest Services Coordinators to join their talented team in Venue Operations to assist with busy evenings, vacation and relief coverage. Shifts will be primarily scheduled for morning and evening coverage from Sunday to Tuesday or Thursday to Saturday. Depending upon business operations, this may change.**

As part of our Guest Service Operations Centre (GSOC) team, this role plays a key part in facilitating 24/7/365 event and operational service excellence to multiple internal departments, suppliers, clients, stakeholders and industry partners. Reporting to the Senior Operations Manager, the Guest Services Coordinator acts as the first point of contact for all client and internal requests, utilizing multiple software systems and resources to ensure event and operational service delivery expectations are met.

As part of a fast paced and dynamic Operations Centre, this role requires a critical thinker with the ability to work independently, communicate effectively across multiple mediums, and contribute to a cohesive team environment.

**KEY RESPONSIBILITIES**:

- Acting as first point of contact for all client and internal requests, ensuring appropriate dispatch and coordination of personnel and resources ensuring operational service delivery expectations are met
- Following internal processes to handle issues and escalate to Operations Manager as required
- Monitoring and responding to multiple radio channels simultaneously
- Facilitating information handling and tracking of daily operations, deliveries, lost & found, loading bays, lift booking, onsite parking, and Facility Service Requests
- Monitoring employee entrance and visitor management access control for staff, suppliers & contractors
- Coordinating radio tracking including managing inventory and reporting damage and shortages
- Coordinating response to critical equipment failure, escalating to Operations Manager as required
- Liaising with internal staff, tenants, neighbouring businesses, hotels, city attractions, and city agencies regarding day-to-day operations and to communicate information
- Maintaining and providing knowledge about the VCC, Vancouver, local attractions, hotels and restaurants
- Maintaining current knowledge on all daily venue operations to provide operational service excellence to all stakeholders including identifying process improvements and policy updates
- Maintaining a detailed and published log of activities during each shift
- Contributing to the development and maintenance of resources in the Ungerboeck Documents Library

**EDUCATION**:

- Grade 12 diploma or equivalent education
- Valid BC Security Worker License with a Security Guard license type is an asset

**EXPERIENCE**:

- A minimum of two years of experience in a similar role in the event or service industry is an asset
- Good understanding of security operations including CCTV, Access Control and Life Safety Systems

**COMPETENCIES**:

- Able to clearly express ideas, thoughts and concepts verbally and in writing
- Able to analyze a situation and make appropriate decisions independently:

- Identifies issues and problems and gathers enough relevant information before making a decision and acting.
- Draws on personal knowledge and experience base as well as that of others to find the best solution.
- Responds to challenges and problems in a timely manner.
- Readily acknowledges when one doesn't know something and takes the steps to find out
- Takes initiative to find better ways, new methods and processes to get the job done
- Collaborates positively with others towards common goals
- Passionately meets or exceeds guest/customer expectations

**HOW TO APPLY**:
This is a unique opportunity to join a remarkable organization and an innovative team dedicated to achieving outstanding results.

**Job Types**: Permanent, Casual

**Salary**: $20.67 per hour

Additional pay:

- Overtime pay

Schedule:

- 8 hour shift
- Holidays
- Overtime
- Weekend availability

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)