Guest Experience Supervisor

THE ORGANIZATION:

At Events East Group, we proudly manage and operate the Halifax Convention Centre, Scotiabank Centre and Scotiabank Centre Box Office. Our people and our community make us the favoured event destination for our guests. Whether we’re attracting large delegations or hosting an elite group of athletes for an international competition, we are a catalyst for new opportunities and connections between Nova Scotia and the world.

Designed to meet the needs of multiple events, Nova Scotia’s Halifax Convention Centre offers over 120,000 square feet of flexible event space in the heart of downtown. The Halifax Convention Centre is part of the Nova Centre, a million-square-foot, mixed-use development that includes a hotel, office towers, and retail space. It is the largest integrated development project in the province’s history.

The Scotiabank Centre, managed by Events East Group, is the largest multipurpose facility in Atlantic Canada, serving as the region’s premier venue for major entertainment and sporting events and the nucleus of major event activity in Nova Scotia. Having hosted the world’s top performers, homegrown talent, best in class athletes and many performers in between, Scotiabank Centre has been a source for community vibrancy and pride for over 35 years. With a seating capacity of more than 10,000 and the versatility to accommodate a range of events, Scotiabank Centre hosts close to 500,000 attendees each year and is home to the Halifax Mooseheads, Halifax Thunderbirds Lacrosse and the Royal Nova Scotia International Tattoo.

THE POSITION:

The Halifax Convention Centre and Scotiabank Centre managed by Events East Group is now inviting applications for the position of Guest Experience Supervisor with our Guest Experience team.

Reporting to the Guest Experience Manager, the Guest Experience Supervisor (GES) supports Events East Group by overseeing the delivery of the guest experience strategy by Guest Experience (GE / EA) Team members. The GES is mindful of delivering a superior experience for fans and guests at the Scotiabank Centre and the Halifax Convention Centre by providing on-site event support to the GE Team, including in-the-moment job coaching and performance management.

The Guest Experience Supervisor also supports the Guest Experience Manager with administrative and organizational tasks, as required including, but not limited to, scheduling and payroll.

THE DUTIES AND RESPONSIBILITIES:

Operations:

• Provide on-site floor support to Guest Experience team members and Event Attendants during events to ensure service delivery standards and policies are followed.
• Participate in on-site event roles including rolling-out operational models, managing line-ups, resolving ticket issues, leading Pop-Up program installation, attending to Premium Seating and the Zen Room.
• Prepare event posting sheets, event notes and signage as required.
• Oversee execution of EA accessibility program.
• Collaborate with security partners during events.
• Support the implementation of a consistent, integrated Guest Experience Program aligned with the overall vision with particular focus on Premium products and services.
• Other duties as required.

Administration:

• Prepare schedules for both facilities and identify gaps or concerns.
• Aid in bi-weekly payroll entry.
• Participate actively during internal meetings and contribute to discussions to facilitate familiarity and collaboration with other departments.
• Support work orders such as coat check and signage needs.
• Manage the Guest Experience email; delegating and escalating items as required.
• Attend job fairs and take part in other recruitment strategies.
• Participate in the interview and reference check process.
• Prepare paperwork for newly hired team members.

Leadership:

• Provide in-the-moment coaching and performance management to employees aligned with corporate visions, mission, values, and business goals.
• Support performance management by coaching and ensuring the completion of appropriate documentation.
• Recognize team members for good work and communicate the occurrences with the Senior Manager, Event Operations.
• Act as on-site escalation support during key events.
• Prepare, deliver, and assist in shift briefings.
• Train and maintain the principles of Equity, Diversity and Inclusion.
• Perform orientations and on-site training for new hires and annual refresher training for teams.

Health & Safety:

• Report all safety hazards to the direct supervisor as soon as is reasonably possible. Take action to correct the safety hazard if possible and reasonable.
• Report all incidents and near misses to the direct supervisor as soon as is reasonably possible. Participate fully in the incident and near miss investigation procedure.
• Create, promote, and follow all departmental standards and guidelines, job procedures, and equipment operation protocols to continuously ensure the safety of oneself, team members, and clients.
• Achieve and maintain first aid certification at SFA CPR C level.

THE PERKS AND BENEFITS:

• Sick and personal days
• Employee and Family Assistance Program (EFAP) available through Telus Health
  • Discounts
  • Free counselling services
  • Resources available for personal life needs
• 13 paid holidays or Time in Lieu for working on the holiday
• Paid bereavement leave
• Discounted transit bus pass through SmartTrip
• Discounted gym membership at Goodlife Fitness

THE PROFESSIONAL REQUIREMENTS:

Education and Experience:

• Highschool graduation or equivalent preferred
• 1 years of demonstrated leadership experience, resolving guest and employee concerns
• 3 years of customer service or hospitality experience and relevant training
• Effectively use the Microsoft suite of products, specifically Outlook, Excel, Word, Teams, PowerPoint
• Communicate effectively in written and spoken English

Physical Demands:

• Must be available to work varying shifts, including mornings, days, evenings past midnight, weekends, holidays, and occasionally ‘on call’ as required.
  • Shifts can be up to 12 hours in length.
• This position will frequently operate within the Halifax Convention Centre and the Scotiabank Centre during live events. The following environmental conditions are present during these times:
  • Loud noise from events and guests.
  • A large number of people to navigate through.
  • Hot and cold temperatures.
  • Low level of lighting.
  • Lighting displays that include strobe and coloured lighting.
  • Cement flooring and stairs.
• Though this position will have administrative duties, the majority of time will be spent walking through the building(s) and standing for extended periods of time.

Events East is committed to a workforce that is free of discrimination, values diversity and is representative, at all job levels, of the people we serve. We encourage applications from qualified African Nova Scotians, racially visible persons, women in non-traditional positions, persons with disabilities, Indigenous persons, and persons from the 2SLGBTQIA community. We encourage applicants to self-identify.

During the recruitment process, applicants have the right to request an accommodation. Any applicant invited to participate in testing or an interview and who requires an accommodation should discuss their needs, in confidence, with the Recruiter when selected.

TO APPLY: Apply via Career Beacon.

APPLICATION DEADLINE: November 12, 2024

We thank all applicants for their interest, however only those selected for an interview will be contacted.

For further information, please visit our website at?www.eventseast.com

Events East