Guest Services Coordinator

At the Vancouver Convention Centre, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture.

As British Columbia’s flagship convention centre,  we host more than 500 events each year and welcomes hundreds of thousands of global attendees to  premier conferences, trade shows, banquets and more.

The Vancouver Convention Centre are hiring a Guest Services Coordinator to join the team on a full-time basis.

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 Manager, Guest Services, the 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.

This position operates on a compressed work week of four days.

Shifts: Wednesday - Saturday

Hours: Rotation between AM and PM shifts every 2 weeks (either 7am - 4pm, or 3pm - 12am). Overnight shifts may be required occasionally. 

The hourly rate for this position starts at $22.75.

• Offers will be in line with PavCo’s internal pay equity and qualified candidate’s experience and education. 
• Salary discussion and overall compensation package will be presented during initial phone interviews.

WHAT YOU WILL DO:

• Act 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.
• Follow internal processes to handle issues and escalate to Operations Manager as required.
• Monitor and respond to multiple radio channels simultaneously.
• Coordinate resources during emergency response incidents including dispatching appropriate VCC staff and communicating with first responders.
• Facilitate information handling and tracking of daily operations, deliveries, lost & found, loading bays, lift booking, onsite parking, and Facility Service Requests
• Monitor employee entrance and visitor management access control for staff, suppliers & contractors.
• Coordinate radio tracking including managing inventory and reporting damage and shortages.
• Coordinate response to critical equipment failure, escalating to Operations Manager as required.
• Liaise with internal staff, tenants, neighbouring businesses, hotels, city attractions, and city agencies regarding day-to-day operations and to communicate information.
• Maintain and provide knowledge about the VCC, Vancouver, local attractions, hotels, and restaurants.
• Maintain current knowledge on all daily venue operations to provide operational service excellence to all stakeholders including identifying process improvements and policy updates.
• Maintain a detailed and published log of activities during each shift.
• Contribute to the development and maintenance of resources in the Ungerboeck Documents Library.

WHAT YOU WILL BRING:

• Grade 12 diploma or equivalent education.
• Valid BC Security Worker License with a Security Guard license type is an asset.
• A minimum of two years of experience in a similar role in the event or service industry is an asset.
• Sound working knowledge of a wide variety of standard software applications including Microsoft Office Programs, iPads, iPhones, and cloud-based software.
• Good understanding of security operations including CCTV, Access Control and Life Safety Systems
• Ability to clearly express ideas, thoughts, and concepts verbally and in writing
• Ability to analyze a situation and make appropriate decisions independently.
• Problem solving and decision-making skills.
• Broad knowledge and experience base to find the best solution.
• Sense of urgency and ability to prioritize.
• Readily acknowledges when one doesn't know something and takes the steps to find out.
• Initiative to find better ways, new methods, and processes to get the job done.
• High collaboration skills to work towards common goals with others.
• Passion for meeting and exceeding guest/customer expectations.

HOW TO APPLY:

Our business is to deliver unparalleled, seamless service to our guests. We also strive to create vibrant and highly rewarding careers for people with passion and drive. If this sounds like an exciting opportunity, please submit your resume and cover letter by clicking on the Apply Now button. We love people who really want to make a difference.

Please note: Only candidates eligible to work within Canada will be considered.

We are proud to be a diverse organization. We welcome all eligible and qualified applicants to apply to join our team, regardless of race, colour, religion, gender, sexual orientation, marital status, age, gender identity or expression, national origin, genetics, disability status, protected veteran status, or any other characteristic protected by applicable law.

Please note that we can only consider applicants who are eligible to work in Canada.