Manager of Guest Experience and Operations

Greater Vancouver, British Columbia 2 January

Pacific National Exhibition

  • Description

    Full-time Permanent
    Date Posted: December 5, 2018

    Who we are…
    The Pacific National Exhibition is an iconic institution in BC, famous for bringing generations of people together to celebrate and build memories.

    We are looking for a passionate and enthusiastic leader that will take the lead in evolving the site’s guest experience to the next level. Our ideal candidate is an individual that has experience in building and executing guest experience training programs that lead to a high degree of continuity across multiple sites or venues. This role will work out of Playland Administration, with a focus on the Playland park season; however, the role will extend to management of the PNE’s guest experience across all events.

    Why join our Team?
    • Exhilarating and fun-loving culture
    • Flexible work environment
    • Health and wellness employee events – put your hiking boots on, or enjoy an evening out with your favorite colleagues
    • Opportunity for free or discounted tickets to shows, events, sports games, and much more
    • Staff discounts for Playland, The Fair, and Fright Nights, as well as all PNE Food Stands
    • On-site fitness center
    • Competitive compensation package
    • Opportunity to create lasting memories and relationships!

    What will you do this year?
    In your role as Manager, Guest Experience & Operations, you will set the tone for all guest facing interactions on the PNE site.

    PNE Guest Experience
    • Review and improve the Guest Experience and Guest Recovery model for Playland and all year-round events; this includes reviewing and revising existing Guest Experience policies & procedures on a continued basis
    • Enhance existing site-wide Lost & Found programming
    • Work closely with Marketing to establish protocols and scripting for responses to Guest inquiries (inclusive of the following channels: reception, social media, on-site)
    • Enhance the Guest Experience onboarding program for all PNE staff, providing clear expectations and minimum standards as it relates to Guest interactions. The PNE on boards approximately 1350 seasonal employees annually.
    • Create standard operating procedures for site-wide in-bound Guest inquiries and coordinate/manage all responses
    • Work closely with Sales and Event Operations to align PNE Guest Experience standards with clients, promotors and organizers of co-promoted events
    • Identify metrics for tracking departmental performance; establish benchmarks and establish an approach for ongoing evaluation

    Playland & Fair Operations
    • Lead and provide mentorship to a team of seasonal Assistant Managers
    • Oversee the hiring training, disciplining, scheduling and ongoing performance review of all Guest Experience and Admissions staff – approximately 125 employees.
    • Lead in the preparation of the consolidated Playland staff training manual, working with department managers to integrate department-specific content
    • Work closely with HR to implement appropriate Guest Experience training and onboarding for all Seasonal staff.
    • Prepare and proactively manage department budget, with appropriate application of cost control measures
    • Partnering with HR, lead on the collaboration of staff engagement events and programs within Playland
    • Support department Director in establishing Park Manager protocols and duties
    Including enhancing existing park protocol documents
    • Establish protocols and procedures to heighten staff awareness of Fair-time, event specific details

    Special Events
    • Serve as the Event Manager or Duty Manager for certain events (inclusive of oversight of all operational departments)
    • Conduct ongoing evaluation of Guest Experience for new and special events including the completion of event management documentation
    • Perform other duties as required

    What else?
    • Must have a strong background with guest experience delivery
    • 3- 4 years of progressively responsible experience in a leadership capacity; preferably as a Manager supervising and providing direction to a large team (temporary, seasonal, etc.)
    • Previous experience working in the hospitality industry is preferred
    • Diploma, Certificate, or degree in a relevant discipline or an equivalent combination of education & experience
    • Ability to foster collaborative and effective working relationships with all staff on-site
    • Experience developing policies, procedures and standardized manuals
    • Strong planning, organizational, analytical and administrative skills
    • Excellent communication, interpersonal, supervisory and leadership skills
    • Ability to function independently and under pressure, and ability to manage various projects at the same time
    • Ability to work extended hours, evening and weekends; this position is an event based position and hours of work will vary accordingly
    • Knowledge of the event industry is considered an asset
    • Background working within a unionized environment is considered an asset
    • Successful candidates must undergo a Criminal Record Check.

    Who are you?
    • Proactive leader, with a guest-centric outlook
    • Passionate about creating memorable experiences
    • Skillful communicator and collaborator
    • Collaborative and results-oriented team player
    • Committed to striving for excellence

    Where and when to APPLY?
    Applications can be submitted via the PNE website at www.pne.ca/jobs and will be accepted until the role is filled.

    Preference will be given to candidates who submit their resume/cover letter before January 6, 2019. We look forward to hearing from you!
  • Number of vacancies: 1
  • Requirements

  • Minimum education level: High school
  • Years of experience: 3
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Manager of Guest Experience and Operations

  • Employer

    Pacific National Exhibition

  • Location

    Greater Vancouver, British Columbia

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Apply now

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