Manager, Guest Experience

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.

BC Place hosts the province’s biggest and brightest events. Home to the BC Lions Football Club, Vancouver Whitecaps FC, BC Sports Hall of Fame, the largest trade and consumer shows in Western Canada, world class concerts and incredible community events; a unique and exciting place to work We are a division of PavCo, a Crown Corporation with a mandate to generate economic and community benefit for the people of British Columbia.

**Primary Function**:
The Manager, Guest Experience will work with a team of professionals in the planning and implementation of high profile and exciting events while ensuring the highest standards of service excellence to clients and guests. This role will work on the development, delivery and implementation of all aspects of BC Place’s Guest Experience while leading a team of 200 in the Hosting department. The Manager, Guest Experience will ensure our people have the tools and knowledge to deliver exceptional experiences to our guests. In addition, they will work to identify, develop and implement the premium offerings within BC Place.

**Responsibilities**:

- Help identify areas to grow the stadium’s revenue through premium offerings and experiences;
- Develop and implement new premium offerings and experiences for BC Place and its guests and clients;
- Develop, implement, monitor and advance a comprehensive Guest Experience program for BC Place;
- Develop, implement and lead a service recovery program;
- Manage approximately 200 frontline Event Hosts;
- Senior leader on duty for hosting and guest experience during major events;
- Establish, maintain and lead frontline service standards and SOP’s;
- Anticipate possible service challenges and proactively address;
- Work with our clients and anchor tenants’ Guest Experience counterparts (BC Lions and Vancouver Whitecaps FC) to ensure consistent, timely, delivery of service excellence and SOP’s for our guests;
- In partnership with HR’s Learning and Development, contribute to the design and delivery of our Guest Experience program to all frontline staff;
- Respond to guest concerns as required;
- Documentation and tracking of all guest concerns;
- Manage and set performance plans and objectives for part-time Hosting Supervisor team members;
- Assist Human Resources with recruitment efforts to maintain adequate staff numbers in the Hosting Department.

**Qualifications, Experience and Competencies**:

- Degree or recognized certification in Hospitality or Facilities management or applicable academic training in management or business;
- Minimum 5 years’ experience in a supervisory or management role in Events and Guest Experience within the Sports and Entertainment or Hospitality Industries;
- IT, digital and media literate including the use of desktop programs, and social media; proficient in Microsoft Office and other related software;
- Proficiency with EBMS (Event Business Management System), or a similar event business management system an asset;
- A proven track record of using innovation in support of events and service excellence delivery;
- Demonstrated ability to set and achieve high performance standards and achieve them through collaborating with the department and extended team;
- High level of analytical and interpersonal skills, including strong written and verbal communication;
- Good organizational skills; ability to prioritize and manage multiple projects and tasks at one time;
- Experience with working in a unionized environment, and the daily administration of a collective bargaining agreement;
- Ability to work flexible hours supporting events including evenings, weekends and holidays;
- Guided by values that align with BC Place values and committed to service excellence.

**HOW TO APPLY**:
At PavCo, we are an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. All qualified applicants, regardless of race, colour, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.