Guest Services Coordinator - Full Time
Customer Service & Hospitality
Vancouver British Columbia Nov 30, 2021

Guest Services Coordinator - Full Time @ Vancouver Convention Center
Paying: $21 - $24
Flexible AM, PM and Overnight Shifts

 

The award-winning Vancouver Convention Centre, owned and operated by the BC Pavilion Corporation (PavCo), is currently searching for positive, effective communicators, focused on service excellence and team work, to join our successful Guest Services Operations Center.

As part of our Guest Service Operations Centre (GSOC) team, this role plays a key part in facilitating 24/7/365 event and operational service excellence to multiple internal departments, suppliers, clients, stakeholders and industry partners. Reporting to the Senior Operations Manager, the Guest Services Coordinator acts as the first point of contact for all client and internal requests, utilizing multiple software systems and resources to ensure event and operational service delivery expectations are met. As part of a fast paced and dynamic Operations Centre, this role requires a critical thinker with the ability to work independently, communicate effectively across multiple mediums, and contribute to a cohesive team environment.

This role operates on a compressed work week of four days. Shifts are scheduled Sun-Wed or Wed-Sat and hours of work vary between 0700-1600 hours; 1500 – 2400 hours and 2300 – 0800 hours.
 

KEY RESPONSIBILITIES:

  • Acting as first point of contact for all client and internal requests, ensuring appropriate dispatch and coordination of personnel and resources; ensuring operational service delivery expectations are met
  • Following internal processes to handle issues and escalate to Operations Manager as required
  • Monitoring and responding to multiple radio channels simultaneously
  • Coordinating resources during emergency response incidents including dispatching appropriate VCC staff and communicating with first responders
  • Facilitating information handling and tracking of daily operations, deliveries, lost & found, loading bays, lift booking, onsite parking, and Facility Service Requests
  • Monitoring employee entrance and visitor management access control for staff, suppliers & contractors
  • Coordinating radio tracking including managing inventory and reporting damage and shortages
  • Coordinating response to critical equipment failure, escalating to Operations Manager as required
  • Liaising with internal staff, tenants, neighbouring businesses, hotels, city attractions, and city agencies regarding day-to-day operations and to communicate information
  • Maintaining and providing knowledge about the VCC, Vancouver, local attractions, hotels and restaurants
  • Maintaining current knowledge on all daily venue operations to provide operational service excellence to all stakeholders including identifying process improvements and policy updates
  • Maintaining a detailed and published log of activities during each shift
  • Contributing to the development and maintenance of resources in the Ungerboeck Documents Library

EXPERIENCE:

  • Sound working knowledge of a wide variety of standard software applications including Ungerboeck (EBMS), Microsoft Office Programs, iPads, iPhones, and cloud based software
  • Good understanding of security operations including CCTV, Access Control and Life Safety Systems

COMPETENCIES:

  • Able to clearly express ideas, thoughts and concepts verbally and in writing
  • Able to analyze a situation and make appropriate decisions independently:
    • Identifies issues and problems and gathers enough relevant information before making a decision and acting.
    • Draws on personal knowledge and experience base as well as that of others to find the best solution.
    • Responds to challenges and problems in a timely manner.
    • Readily acknowledges when one doesn't know something and takes the steps to find out
  • Takes initiative to find better ways, new methods and processes to get the job done
  • Collaborates positively with others towards common goals
  • Passionately meets or exceeds guest/customer expectations