Guest Experience Coordinator

BC Place Stadium, 777 Pacific Blvd, Vancouver, British Columbia, Canada Req #425 Tuesday, July 16, 2024

At BC Place, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture.

As Western Canada's leading venue for live events, we host a year-round schedule of sporting events, concerts, consumer shows and more each year while also supporting the community through an array of ongoing partnerships and initiatives.

At BC Place Stadium, we are celebrating over 40 years of amazing events and our dedicated employees are here to deliver the best experience for our guests.

We are hiring for a new Guest Experience Coordinator who will drive the implementation of accessible accommodations and pathways to ensure service excellence to all guests of BC Place.

The responsibilities will encompass development, delivery and monitoring of all accessibility and premium services. Additionally, the coordinator will support the Guest Experience Team in achieving and maintaining global leader standards, ensuring a memorable experience for every guest at BC Place.

Essentially, our goal of having an accessible stadium is to enable all its visitors to share the same experience.

WHAT YOU WILL DO :

• In conjunction with the events planning team, ensures accessible accommodations and pathways and wayfinding are highlighted for each event including ticketing, hospitality and access;
• Creates and delivers accessibility awareness training to all new hires and ongoing staff at BC Place;
• Works with BC Pavco Accessibility Committee to track and measure deliverables against BC Place Accessibility Plan;
• Coordinates with Communications team to ensure BC Place Accessibility page is up to date and relevant;
• Assists the development, implementation, monitoring and advancement of a comprehensive Guest Experience program that includes accessibility accommodations for BC Place;
• In collaboration with the Assistant Manager, Guest Experience, administers and addresses all guest concerns or discrepancies promptly;
• documents, responds and tracks post and pre-event as required;
• Implements innovative ideas and initiatives to enhance guest satisfaction and exceed expectations;
• Assists with BC Place community initiatives;
• Assists and supports the broader BC Place Event Services Team as required.

WHAT YOU WILL BRING :

• 3-5 years’ experience in guest services, event coordination, or a similar role, with a strong emphasis on accessibility.
• Degree or recognized certification in Hospitality or Facilities management or applicable academic training in management or business preferred.
• Proven track record of implementing accessible accommodations and working with diverse guest needs.
• Experience working in a unionized environment, and the daily administration of a collective bargaining agreement an asset.
• Strong understanding of accessibility standards and regulations, compliance and other relevant guidelines.
• Experience using Momentus, (EBMS -Event Business Management System) or a similar event business management system an asset.
• Familiarity with project management tools an asset.
• IT, digital and media literate including the use of desktop programs, tablets and social media a strong asset.
• Demonstrated ability to use innovation in support of service excellence delivery.
• Strong analytical skills with the ability to gather and interpret data to inform decision-making.
• Ability to prioritize and manage multiple projects at one time.
• Empathetic and attentive to the needs of guests with disabilities, ensuring their comfort and satisfaction.
• Strong written and verbal communication.
• Commitment to providing excellence customer service and guest experience.
• Ability to exercise sound business judgment generating effective solutions quickly and / or raising issues to management as necessary.
• Ability to work in a fast-paced environment.
• Motivated self-starter with a proactive attitude.
• Willing and able to work varied hours including evenings, weekends, holidays and overnight shifts.

The salary range for this position is $ 55,744-69,680.

• Offers will be in line with PavCo’s internal pay equity and qualified candidate’s experience and education.
• Salary discussion and overall compensation package will be presented during initial phone interviews.

WHAT WE OFFER :

• Excellent benefits and a strong government pension plan
• Interesting projects
• Supportive team
• Career growth