Guest Experience Associate

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 POSITION:

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

Reporting to the Guest Experience Manager, the Guest Experience Associate is responsible for maintaining a high level of engagement with customers, guests and visitors of the Halifax Convention Centre. The Guest Experience Associate acts as an ambassador, responding to inquiries and requests in a timely and professional manner while providing exceptional customer service. They welcome guests and provide highlights about the event, our key programs, the city and province while monitoring compliance to venue policies and safety and soft security considerations.

This casual hourly position will operate primarily in the Halifax Convention Centre with additional opportunity in the Scotiabank Centre.

THE DUTIES AND RESPONSIBILITIES:

Operations:

• Welcome all guests with an open and friendly demeanor.
• Cultivate positive relationships across the organization and with guests.
• Provide exceptional customer care through anticipated service and active listening.
• Answer questions and fulfill requests to the best of your ability, escalating to the proper person or department as required.
• Support guests in navigating the facility and movements at entrances/exits and as required.
• Assist guests who require accessibility or other support.
• Assist in safety processes such as evacuation or emergency responses.
• Multi-task and/or hold multiple positions within one shift or as required (i.e. wayfinding on different floors, welcoming etc.).
• Liaise with critical Event Operations teams (event management, security and building services) to ensure the safe and successful delivery of events.
• Other duties as required.

Administration:

• Adhere to all Events East Group policies, procedures, and guidelines.
• Arrive for your scheduled shifts in a timely manner.
• Listen and participate in event briefings.
• Work with shift leaders to complete tasks assigned.

Leadership:

• Maintain positive working relationships with other team members.
• Act as a positive role model for all staff members in job performance, work ethic, and disposition.
• Foster positive relationships with all teams, championing organizational values and recognizing colleagues who demonstrate supporting behaviors.

Training & Development:

• Support the onboarding, training and development of team members.
• Attend and participate in training opportunities.
• Participate actively in all training and development initiatives.
• Support adoption of new technologies and technical skills as they are introduced to the department.

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.
• 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.
• Wear, use, and ensure the appropriate use of Personal Protective Equipment (PPE) as required, report any issues or violations within the team or onsite to the direct supervisor.
• Report any damaged PPE to the direct supervisor, promptly.

THE PERKS AND BENEFITS:

• Uniforms and PPE provided
• 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
• Discounted transit bus pass through SmartTrip available (if pre-requirements are met)
• Discounted gym membership at Goodlife Fitness

THE PROFESSIONAL REQUIREMENTS:

Education and Experience:

• Grade 12 education preferred.
• Demonstrate understanding of and sensitivity to the diversity of guests and colleagues.
• Ability to remember details and work within large crowds and sometimes difficult situations.
• Basic computer skills.

Physical Demands:

• Ascend and descend stairs.
• Operate effectively in a busy environment with variable conditions including loud noise, heights, dark/dim lighting.
• Stand for long periods of time on concrete or thinly carpeted floors.
• Work variable shifts including early mornings, evenings, weekends and holidays.
• Other physical demands as required.

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: August 30, 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