Guest Experience Supervisor in Calgary

The Calgary Stampede is a not-for-profit community organization that preserves and promotes our western heritage, culture and community spirit with a vision to create a world-class, year-round gathering place for the community. Exemplifying the theme "We’re Greatest Together", the Stampede is one of the most respected volunteer-based organizations in the world governed by a Board of Directors with over 2,500 passionate volunteers and 1,200 year-round employees. Inclusion and equity are woven into our core values of western hospitality, pride of place, integrity and commitment to the community.

The Guest Experience Supervisor is a member of the guest experience team, responsible for delivering exceptional experience to everyone through support and delivery of guest service programs across the organization. This position oversees our guest services team including: guest concierge, year-round part-time guest ambassador team relative to ushering, guest concierge, coatcheck and lost and found.

Responsibilities

• Leadership: Responsible for hiring, training, scheduling, coaching, performance management and providing day to day leadership to the guest service team. Maintain a high degree of confidentiality in assisting manager on various initiatives. Promote a safe working environment.
• Guest Experience: Apply event knowledge to plan and coordinate event logistics for the guest service team to support events. Collaborate with internal departments and committees to resolve all guest comments and concerns in a timely manner. Demonstrate creativity in finding solutions that put the needs of the guest first. Provide timely communication updates across guest service groups and other internal stakeholders. Identify opportunities to continually improve through research, understanding and listening to our guests and our people.
• Administration: Utilize Momentus, Cisco and FreshDesk to review and analyze information in daily reports related to guest service functions. Manage and implement appropriate technical customer support systems to assist guest services in elevating the experiences they create. Provide regular guest feedback and key metric reports to management.

Education

Post-secondary learning in a related discipline is preferred.

Previous Experience

• Minimum 2-3 years of leadership experience (recruiting, developing, coaching).
• Minimum 3-5 years of planning and implementing guest experience programs including service recovery.
• Previous experience as a concierge and/or in the hospitality industry would be an asset.

Technical Knowledge

• Experience with Ungerboeck (EBMS) considered an asset.
• Experience with contact centre software.
• Basic accounting skills and database software usage.

Communication

• Strong verbal and written communication skills, able to choose appropriate, effective ways to communicate to different audiences.
• Experience presenting to large groups.
• Ability to articulate a clear, concise, yet detailed idea, thought or concept.

Critical Thinking

• Demonstrates resourcefulness by utilizing information from a variety of sources to identify challenges and opportunities.
• Ability to analyze data and make recommendations based on findings.

The Calgary Stampede offers a unique and exciting work environment, an excellent total compensation package and the opportunity for advancement and employee training.