Event Experience Team Lead

The Vancouver Convention Centre is hiring at least two Event Experience Team Leads.
The Event Experience Team Leads play a key role in delivering inspirational, welcoming, and seamless event experiences. This position provides day-to-day leadership to the Event Experience Ambassador team while ensuring front-of-house operations meet the highest standards of service, accessibility, and sustainability. The Team Lead works closely with Operations Managers and internal partners to execute the event experience journey and elevate service delivery across all guest touchpoints.
What You Will Do

Supervise, coach, and support Event Experience Ambassadors to ensure consistent professionalism and exceptional service.
Deliver ongoing training focused on inspirational guest experiences, accessibility awareness, sustainability practices, and venue standards.
Foster a positive team culture that encourages proactive guest engagement, problem-solving, and continuous improvement.
Execute the established Event Experience Journey Map, ensuring all guest touchpoints meet service expectations.
Monitor the guest journey during events, ensuring smooth transitions, clear communication, and consistent service delivery.
Provide feedback to leadership on journey effectiveness and opportunities for enhancement.
Maintain and update Event Experience Ambassador schedules based on event requirements, staff availability, and operational changes.
Ensure key guest-facing positions are appropriately staffed to optimize service levels.
Support Dayforce payroll administration, including accurate timekeeping and schedule adjustments.
Ensure all front-of-house areas are welcoming, presentable, and aligned with accessibility and sustainability standards.

Work closely with Operations Managers to support event-day operations, relay updates, and assist with onsite logistics.
Identify and communicate opportunities for process improvements that enhance service quality and operational efficiency.
Deliver exceptional service to guests, clients, exhibitors, and event planners.
Resolve guest inquiries and complaints promptly using strong communication and service recovery skills.
Attend meetings as required to stay aligned with event requirements, service expectations, and staffing needs.
Maintain strong working relationships with internal departments to ensure cohesive and coordinated event operations.
Champion accessibility by ensuring guest services, signage, and front-of-house features meet inclusivity standards.
Support sustainability initiatives by encouraging responsible operational practices and positive guest interactions.
Support the venue's involvement with Les Clefs d'Or by attending related meetings and training sessions.
Stay informed on hospitality and event service trends to continually elevate the guest experience.

What You Will Bring

Completion of a 2-year college diploma in Hospitality, Tourism Management, Business Administration, or a related field.

3 to 5 years of experience in a customer service or hospitality environment.
Minimum of 2 years of supervisory or team lead experience.
Experience creating and managing staff schedules is considered an asset.

Strong leadership, coaching, and interpersonal skills.
Excellent communication and problem-solving abilities.
A passion for guest service, accessibility, and sustainability.
Ability to remain calm, adaptable, and solutions-focused in a fast-paced event environment.

Interested internal applicants who meet the qualifications and requirements should submit their cover letter and resume by Thursday, February 5th by 5pm via the Dayforce Careers portal by clicking on the "Apply Now" button.
Please ensure you advise your direct manager in regard to your application as they will be consulted during the recruitment process.

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