Manager, Guest Experience

**About the Calgary Stampede**

The Calgary Stampede celebrates the people, the animals, the land, the traditions and the values that make up the unique spirit of the west. The Calgary Stampede contributes to the quality of life in Calgary and southern Alberta through our world-renowned Stampede, year-round facilities, western events and several youth and agriculture programs. Exemplifying the theme We’re Greatest Together, we are a volunteer-supported, not-for-profit community organization that preserves and celebrates our western heritage, cultures and community spirit. All revenue is reinvested into Calgary Stampede programs and facilities.

**Position Summary**

The Manager, Guest Experience is responsible for overseeing and enhancing all aspects of the guest experience, resolving escalated issues, and leading a large operational team dedicated to onsite event support for our valued guests; this includes attendees, clients, and exhibitors.

This position is critical to the successful execution of events in a fast-paced environment ensuring that guests receive impeccable service from the moment they enter venues on Stampede Park until their departure. The Manager, Guest Experience incorporates insights from guest feedback in making recommendations for future improvements in event delivery and is a member of a multi-faceted team responsible for providing service excellence with superior professionalism.

**Closing Date: Tuesday Oct 1, 2024**

**Responsibilities**

Year Round Responsibilities:
Responsibilities of this role include, but are not limited to:

- Guest Experience - holds the team accountable to establish and maintain high service standards, including quality assurance, documentation, training and implementation of standards, accountability in delivery of standards, identify areas of opportunity for improved service and revenue generation
- Design and oversight of event operations and revenue generating opportunities - develops operational plans that support the team delivering service excellence to include: identifying opportunities for operational efficiency and effectiveness, new revenue opportunities, planning and event execution, development of departmental policies and processes, procedures, championing health & safety policies and procedures
- Leads, motivates and mentors the Guest Experience teams to ensure performance standards and alignment with divisional strategic plan. Provides leadership with exceptional communication, team engagement initiatives and manages performance. Directly accountable for personal and team’s development opportunities and succession planning

Stampede Time Responsibilities:
Responsibilities of this role include, but are not limited to:

- Provide planning and event execution support for Stampede time initiatives
- Continuously monitor and adapt to the fast-paced environment, reporting major issues or incidents to the appropriate parties
- Oversee a larger-than-usual team of guest experience associates, ensuring they are well-prepared for the increased volume of guests
- Resolve guest complaints effectively and efficiently, especially under time pressure, maintaining a positive image of the Calgary Stampede
- Coordinate with other operational teams to ensure a smooth guest experience during concerts, rodeo events, parade day, and other high-profile activities
- Oversees two operational budgets during Stampede time
- Responsible for overseeing lost kids and reuniting kids with their parents/guardians. Liaising with stakeholders such as the Calgary Police Service
- Responsible for service recovery, supporting other departments to resolve guest complaints effectively and efficiently
- Post Stampede, conduct a debrief with direct reports to assess team performance, identify areas for improvement, and gather guest feedback for future planning

**Qualifications**
- Minimum 5 years experience required at a management level in the events industry with large-scale venue operations
- Experience in some or all of the following: guest experience, event management, hotel management, catering, event technology and event/venue logistics
- A minimum of a University Degree in Business Administration, Hospitality Management, or related field
- Intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint and Outlook)
- Knowledge and experience in radios and tablets
- Experience with Ungerboeck (EBMS) and floor plan systems considered an asset
- Excellent written and verbal communication skills
- Willingness to work a flexible schedule, including evenings and weekends
- Excellent interpersonal skills and an ability to work effectively and build relationships at all levels in an organization
- Occasional lifting, pushing, crouching, bending, kneeling and reaching.
- Fast-paced environment, work under pressure, attention to detail and visual acuity
- Combination of sitting, walking and occasional standing for extended periods
- Occasional repetitive arm, hand and finger m