Supervisor, Guest Experience

1 week 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 Supervisor, Guest Experience & Ticket Operations is responsible for assisting in leading the day-to-day service delivery in venues managed by Regina Exhibition Association Limited (REAL) and help to maintain a welcoming and safe environment for all guests. This position will achieve these goals by providing directions & leadership through exceptional customer service and upholding venue policies in a friendly and professional manner. You must address multiple guest concerns in a professional yet sympathetic manner and have the foresight and knowledge to escalate concerns when and where necessary.

**WHAT YOU WILL DO**
- Perform Box Office computer system and ticket purchasing processes.
- Assisting in the administration of event information in the ticketing system, which may include, but are not limited to, ongoing maintenance (i.e., processing promoter requests, venue requests, comp requests, refunds, etc.).
- Overseeing ticket sales and admission scanning execution for events using Ticketmaster TM1 system and scanners.
- Troubleshooting any problems that may arise during event execution, document, and action correction in a timely manner.
- Oversee event ticket scanning processes.
- Leading and performing outstanding customer service.
- Prepare task requirements and execute pre-event meetings before each event accordingly.
- Supervise and support team to ensure the efficient completion of job functions.
- Train, develop and ensure team members are equipped to provide excellent guest service through strong knowledge of all procedures and directives that pertain to each event.

**WHO WE ARE LOOKING FOR**

We live our REAL Core Values: Be original, Be a host, Be inclusive, Be proud, Be resilient, Be smart, and Always own it.

We are hiring one Casual Supervisor, Guest Experience & Ticket Operations.

**WHAT IT TAKES**
- High school diploma or GED equivalent required.
- Minimum of 3 years of increasingly responsible ticket ops/customer service experience, preferable with sports facility, convention center, performing arts facility or multi-purpose public assembly facility. Minimum of 2 years in a supervisory role.
- Knowledge of ticketing software and systems preferred. Knowledge of Ticketmaster software system preferred.
- Excellent computer and data manipulation skills, including software such as Microsoft.
- Must possess excellent verbal and interpersonal skills and diplomacy with the public.
- Previous experience in customer service in forward-facing industries is considered an asset.
- Knowledge of operational characteristics, services and activities of stadium, arena, public assembly facility or convention center sales programs is considered an asset.
- Ability to proactively handle emergency and high stress situations while remaining calm and collected under pressure.
- Must be able to obtain and maintain a satisfactory Criminal Record Check for the duration of employment.
- Note that this position is an in-scope position under the RWDSU Collective Agreement. Shift start & stop times and scheduled days may be adjusted during course of employment, based on operational requirements.

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