Manager, Guest Services - Vancouver, Canada - BC Pavco

BC Pavco

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 Manager, Guest Services is responsible for the Guest Services Centre (GSC) and related team, including direct reporting of the Guest Services Coordinators and Venue Operations Assistant.

This role oversees a high-volume service centre that acts as the communications hub of the building.

The Manager, Guest Services oversees the visitor management program (Venue Check) as well as client deliveries, event cages, signage, instructions and logs.

This role is responsible for all associated standard operating procedures, ensuring ongoing training and improvements are maintained, and plays a critical role in emergency response as back up for Incident Commander and Operations Chief during incident command.

WHAT YOU WILL DO:

Provide supportive leadership, oversight, and management to the Guest Services Centre (GSC)
Direct management of the Guest Services Coordinators and Venue Operations Assistant
Establish individual performance objectives, provide ongoing coaching & professional development, and conduct performance appraisals
Support scheduling and approve requests for time away from work, payroll, and overtime
Recruit, select, and onboard new team members
Establish Guest Services log formats, protocols, distribution and follow up on issues, while ensuring records are maintained per department and regulatory requirements
Support training for all GSOC staff including onboarding, SOPs, health & safety, and enable crosstraining opportunities for depth in coverage
Oversee operational excellence for client deliveries, radios, event cages, signage, visitor management, and operational levels
Act as a liaison between Guest Services and all other departments, ensuring event execution details are clear and client needs understood
Play a critical role in emergency response as back up for both Incident Commander and Operations Chief during incident command and in overseeing GSOC drills
Chair and participate in meetings, working groups, and project committees as directed including preparing business cases and decision notes for Venue Operations related requests
Provide backup to the Venue Overlay Manager in terms of event safety and to other Venue Operations team members as required
Act as oncall leadership support on a rotating basis

WHAT YOU WILL BRING:

4year University Degree, preferably in Business Administration and/or Event Management or equivalent experience

years of experience in a complex environment within the event industry and venue operations or experience in public safety, emergency response, client relations, service excellence and related programs, and logistics

Experience in electronic access control systems is preferred
Broad & thorough knowledge of the venue operations and procedures across multiple departments and buildings at VCC
Critical thinking skills with the ability to work through complex problems whilst remaining calm under pressure
Ability to use a broad range of appropriate and effective communications styles to address different audiences in diverse situations
Capability to lead and connect with team members to set departmental and organizational goals, and take accountability for achieving those goals
Competence to inspire a culture of service excellence and to create a safe work environment

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.