Manager, Guest Experience and Ticket Operations - Jobs in Regina region

Job Description

THE OPPORTUNITY AWAITS YOUREAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.The Manager, Guest Experienceamp; Ticket Operations plays a critical role in managing the Guest Experience team to ensure a safe, comfortable, and excellent guest experience throughout the REAL District.As the business unit that facilitates most guests #39; initial touchpoints, the Manager, Guest Experienceamp; Ticket Operations can directly impact first impressions and overall guest satisfaction at REAL.This leader will be responsible for developing and maintaining all aspects of REAL #39;s ticketing and customer service operations and will be an inspirational role model by challenging and maximizing the team #39;s strengths and aligning their efforts with the organization #39;s values.This position demands an innovative thinker who can optimize the guest experience, build strong partnerships and be personally accountable for achieving the service culture goal of delivering extraordinary experiences, one moment at a time. This position is ideal for an energetic and optimistic professional who thrives on creating positive, memorable experiences and building relationships with others. WHAT YOU WILL DO1.As a member of REAL #39;s Management team, the Manager of Guest Experienceamp; Ticket Operations participates in the development of REAL #39;s strategic planning process, develops, and implements the business plan to achieve the corporation #39;s short and long-term goals by:

• Developing, implementing, and managing the business unit #39;s goals and objectives to achieve short to medium-term operational results of the Department.
• Managing the ongoing development and implementation of internal service delivery programs.
• monitoring and analyzing operational trends and staying updated on the latest trends, equipment, products, and processes related to effectiveamp; efficient guest experience and ticketing services to capitalize on opportunities and make recommendations for change if needed.
• Collaborating with peers and internal client groups, ensuring the execution of events and service delivery by the various teams within the portfolio.
• Evaluating the resource utilization and availability within the various Guest Experienceamp; Ticketing teams – identifying, and forecasting potential resource deficit or surplus, and implementing plans to address identified gaps.

2.Leads, oversees and manages Guest Experience and Ticketing activities, programs, strategies and services to support event, entertainment and recreational requirements by:

• Ensuring appropriate event builds and administration in REAL #39;s ticketing software system.This includes but is not limited to:

event manifest setup testingsystem user access controlsreport generationInventory managementSupport pricing development, ongoing maintenance, promoter relationships, andbuilding capacity in this area within the role.

• Liaising with promoters as well as internal and external clients on pricing, packaging, analytic reporting, and post-event reconciling needs.
• Maintaining and updating the Guest Experience and Ticket Operations systems and processes, and ensuring training programs are developed and executed with teams to ensure high-quality guest interactions.
• Leading Business Unit initiatives to achieve the highest standards of customer service deliveryand in alignment with industry standards through development and implementation of Standard Operating Procedures (SOPs)
• Monitoringamp; advising to ensure service delivery, ticketing issues and complaints are noted and resolved effectively.Evolving the organization #39;s customer service delivery mindset and response process through analysis of guest feedback.Continually monitor and evaluate the efficiency and effectiveness of existing Guest Experience Rep, Guest Services Rep and Ticket Operations Rep delivery methods and implement improvements accordingly.Reporting on customer reparations and demonstrating creativity in finding solutions that put the guest #39;s needs first.
• Reviewing the guest journey and bringing forward actions for improvement when collaborating on cross-functional operational initiatives with fellow team members.
• Planning, organizing, scheduling, directing and motivating team members to achieve peak productivity and performance.
• Share in the responsibilities of attendance during REAL events when necessary for escalations/problems related to the guest experience.

3. Ensures effective Business Unit financial planning by:

• contributing to the development of the Department #39;s annual budget, responsible for monitoring monthly financial statements and forecasting/implementing appropriate expenditure controls to manage costs.
• Reviewing invoicing to ensure all inputs are reported and invoice is submitted in a timely manner.
• recommending changes in direction or priorities during the business year; providing direction for necessary modifications to the business plan or operating budgets as required during the fiscal year.

4. Leads and develops strong teams to carry out Business Unit operational plans by:

• hiring, training, promoting, vacation management, dismissals, discipline and compensation reviews for all direct reports; providing writtenamp; verbal performance evaluation; advice, guidance, direction and authorization for direct reports to carry out plansamp; procedures consistent with established policies.
• monitoring staff engagement levels and ensuring ongoing improvement to facilitate productivity, retention, and high morale; identifying potential talent gaps in the business unit and initiating short/long-term strategies to ensure ongoing qualified personnel are being recruited and developed for sustainable corporate growth.
• ensuring the corporate values/standards of business conduct / human resource philosophy is understood, embraced and implemented throughout the team; and personally demonstrate them in daily interactions and relationships.
• regularly evaluating and analyzing current and projected capacity in the business unit and confer with direct reports for any re-allocation of personnel to assist in event ramp-ups, ramp-downs, priority scheduling, and support service demands

Performs other duties as at when required.RequirementsWHAT IT TAKESApply today if you meet the following requirements:Education and Experience

• Minimum of a degree from a recognized university specializing in business administration, sport management, or hospitality management preferred.Equivalent relevant work experience may will be considered in lieu of formal education.
• 3 to 5 years of experience working in a similar environment; Management experience in Ticketing, Guest Services and hospitality required.
• 3-5 years of ticket operations experience with increased responsibility preferred.
• Ticketmaster Ticketing System Experience Proficiency in Ticketmaster ticketing software required.
• Sound knowledge of industry standards and emergent trends in Guest Services, ticketing and hospitality is considered an asset.
• Experience developing and leading teams in various job disciplines and managing change to create a service-oriented culture.
• Proven success record in improving guest satisfaction; Experience with effective work scheduling, prioritizing, coaching and process execution required.
• Experience working in fast-paced, complex environments, maintaining emotional composure with a high degree of organizational effectiveness during stressful situations required.
• Experience in working in a unionized environment is considered an asset.

Knowledge, Skills, and Abilities

• Excellent interpersonal skills with the ability to interact effectively and in a professional, diplomatic, and mature manner with clients/guests at all levels as well as the team.
• Ability to work well in a fast-paced environment and adapt to change.
• Ability to work cooperatively and effectively with others.
• Creativity in developing concepts and strategies that support a positive guest experience.
• Ability to establish and maintain strong and positive relationships with key clients.
• Proven decision-making, balancing the needs of the guest with the obligations and best interests of REAL.
• Proficiency in managing multiple, complex priorities within demanding timeframes.
• Strong time-management skills and a proven track record of delivering quality results with attention to details.
• Computer proficiency is required,
• Independent, creative self-starter with the ability to initiate and adapt to new ideas.
• Ability to supervise and manage multidisciplinary staff.
• Knowledge of events and entertainment industry
• Excellent leadership skills with the proven ability to lead and motivate team members.

Other

• The successful candidate must also possess and maintain a satisfactory Criminal Record Check (CRC).

BenefitsWHY CHOOSE REALHere at REAL, we can offer unique experiences unlike any other organization:

• Make a difference in your own community.
• Be a part of an industry responsible to create fun and memorable moments for our guests.
• A wide range of employment opportunities to fit your own lifestyle – whether that’s committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
• We offer competitive wages and industry standard benefits.
• Matching Group RRSP plan.
• Ability to obtain free tickets to a wide variety of sporting and entertainment events.
• Discounts during events you participate in as a guest.

For more information visit our website at www.realdistrict.ca. Submit resumes by March 20, 2024 via the link provided.Please click the link to apply: https://apply.workable.com/real1884/j/4E3C0FF9F3/ While REAL appreciates the interest by all applicants, only those selected to advance to the next stage will be contacted. Note preference will be given to internal applicants holding existing REAL RWDSU seniority.