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 Center and Scotiabank Centre managed by Events East Group is now inviting applications for the position of Guest Experience Manager with our Guest Experience team.

The Guest Experience Manager (GEM) is accountable for implementation of the guest experience strategy as it relates to the Guest Experience Team at the Halifax Convention Centre (HCC) and the Event Attendants at Scotiabank Centre (SBC). Reporting to the Senior Manager, Event Operations, the GEM maintains alignment with other operational teams to ensure a consistent delivery of guest service.

This GEM also supports recruitment, retention, and leads training for their teams. The GEM champions organizational values and standards while fostering an equitable, diverse, and inclusive working environment.

THE DUTIES AND RESPONSIBILITIES:

Values:

• Act as mentor for supervisors, leads, and variable staff. Act as a positive role model for all staff members in job performance, work ethic, and disposition.
• Adhere to all Events East Group policies, procedures and guidelines.
• Cultivate positive relationships across the organization and with guests.
• Support and participate fully in training and development initiatives.

Service Excellence:

• Supports the implementation of a consistent, integrated Guest Experience Program aligned with the overall vision with particular focus on Premium products and services.

Operations:

• Provides dedicated, on-site support to Guest Experience teams during events, as determined in conjunction with Senior Manager, Event Operations.
• In collaboration with Event Management, develops and implements strategies around movement of guests/path of travel within both venues, including support for assisted wayfinding program and accessibility requirements.
• Attends internal and client facing meetings (i.e.: pre/post-cons, operations meetings, etc.) to facilitate event familiarity and collaboration with other departments.

Administration:

• Leads efficient scheduling practices for both venues, based on event requirements.
• Manages purchase and inventory control of departmental supplies (i.e.: hospitality kit items, uniforms, coat check supplies, signage displays, etc.).
• Prepares service delivery standard documents.

Leadership:

• Provide coaching and performance management to employees aligned with corporate visions, mission, values, and business goals.
• Proactively build and maintain key relationships in the guest experience/customer service sector, including but not limited to, hotels (including Sutton Place and Prince George), Taste of Nova Scotia, Downtown Halifax Business Association, non-official local event staffing companies (BBW), etc.
• Foster positive relationships with all teams, championing organizational values and recognizing colleagues who demonstrate supporting behaviors.
• Actively participate and provide constructive leadership in meetings, projects, and working groups as assigned and directed.

Training & Development:

• Lead and reinforce the onboarding, training and development of team members.
• Support the adoption of new projects as they are introduced to the department.
• Recognize team members for good work and communicating the occurrences with senior manager.
• Manages employee performance by providing coaching, correction and discipline when required.

Health & Safety:

• Achieve and maintain first aid certification at SFA CPR C level.
• Identify and mitigate any event-related health and safety concerns, both property-related and event-related, protecting Events East Group against losses, penalties, damages, settlements, or other expenses or liabilities.
• Coordinate Guest Experience Team emergency preparedness training.
• Resolutely support the Joint Operational Health and Safety Committee (JOHSC) in all its endeavors and promote health and safety initiatives by reinforcing organizational culture.

THE PERKS AND BENEFITS:

• 3 weeks of vacation starting
• Sick and personal days
• Employee and Family Assistance Program (EFAP) available through Telus Health
  • Discounts
  • Free counselling services
  • Resources available for personal life needs
• Medical & Dental benefits through Medavie BlueCross as soon as you start!
• Short Term Illness (STI) and Long Term Disability (LTD)
• Participation in the Province of Nova Scotia Public Service Superannuation Plan
• 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:

• Customer service/hospitality experience and relevant training.
• Demonstrated leadership skills and experience; previous experience managing a diverse team.
• Strong computer and communication skills.
• Demonstrated understanding of and sensitivity to the diversity of guests and staff.
• High comfort level dealing with employees, clients and guests in challenging situations.
• Strong memory for event details and general event information.
• High comfort level dealing and engaging with the public including strangers, dignitaries, and VIPs.

Physical Demands:

• Long periods standing; required to move quickly throughout the facilities.
• Ascending and descending stairs multiple times a day.
• May be required to work long shifts 10 - 12 hours, including evenings, weekends, and holidays.
• Fast paced, busy environment with variable conditions including noise, heights, and dark/dim lighting.

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: Applications will be reviewed as they are received until the position is filled.

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