Guest Experience Supervisor - Touring Show Echo

Guest Experience Supervisor

Permanent position

We were born from an eclectic troop of performers. Come live the experience of being yourself every day to create the extraordinary.

OUR MISSION

Since 1984, Cirque du Soleil Entertainment Group has been focusing on ever more creative and magical work in order to constantly push the limits of the imagination and surprise spectators! Innovation and creativity are at the heart of our shows and will continue to transcend our upcoming productions around the world.

Today, we have a place for those who have a marked taste for thinking up exceptional products, for ensuring the smooth running of operations, for putting their ingenuity at the service of their team, in addition to contributing to enhancing their expertise and develop practices unique to Cirque du Soleil!

So, don't wait any longer and join the Cirque adventure! You will meet ambitious people and people passionate about the world of entertainment!

YOUR MISSION

Pre-Market Preparations

• Review past city reports and summarize important notes for FOH supervisors
• Work with the Guest Experience Director to create pre-market documents for staffing agencies, local caterers and other vendors as required
• Liaise with IHQ teams on upcoming projects, analyzing the requirements, resources and impacts of the initiatives and validating their alignment with our guest experience standards
• Prepare and take the lead on the implementation of the setup plans for the upcoming market
• Review local staff surveys from the previous market, presenting to the Guest Experience Director a summary of successes and challenges and helping to put a plan together to correct those inefficiencies
• Assist in the building of staff schedules and sending requirements to the local staffing agency
• Develop relationships with key players, agencies and vendors

In-Market Operations and Show-Call Duties

• Lead the completion of the end-of-city tour report, ensuring that the analysis completed by each FOH department is relevant to the next tour
• Assist the team in hiring and training staff in matters of job-specific responsibilities and professional conduct
• Prepare and take the lead on the implementation of the tear down plan including recognition events for the local staff
• Conduct behind-the-scenes tours for ticket holders and visiting guests
• Communicate with IHQ teams about the effectiveness and impact of the in-market initiatives, participating in the analysis of the brand’s awareness and positioning while helping to brainstorm fresh ideas
• Work with the on-site security team to ensure that they understand our experience standards and are warmly engaging with staff
• Support staff with questions posed by guests and take over from the staff if issues arise
• Lead the execution of sales, marketing and sponsorship initiatives on tour, leveraging on-site support to enhance the projects and to promote healthy internal collaborations
• Ensure that all FOH emergency protocols are current, and conduct regular trainings to ensure they remain top-of-mind
• Support the development and implementation of mobile applications designed to enhance the guest experience
• Understand guest expectations and anticipate problems and challenges to prevent complaints
• Support the Hospitality Supervisor with special initiatives including photo opportunities with the artists
• Ensure that the technical aspects of the guest experience: lighting, sounds, digital displays, activations - are working as expected
• Act as a link between guests, tour management and IHQ

YOUR UNIQUE EXPERTISE

• Self-motivated, resourceful and quick-learning, with an openness to learning new roles
• Ability to work calmly under pressure in a fast-pace and often boisterous environment
• Able to tour internationally full-time and work long hours, day and night, including weekend and holidays
• A willingness and passion to be in service to guests
• Ability to collaborate with teams who have different viewpoints
• Acute attention towards cash-management and the protection of inventory
• Previous guest experience with a focus on box office and ticketing operations
• Ability to analyze issues and provide solutions with autonomy and resourcefulness
• Approachable and adaptable to many personalities and cultures
• Ability to communicate clearly both speaking and in writing
• Confidence navigating and troubleshooting desktop and online applications
• Fluency in spoken and written English

To keep pace with the creation, production and distribution of our products, our employer proposal is unique.

Here Is An Overview

• The chance to travel the world and meet new people!!
• A variety of events used to enhance your experience. We are known for our great sense of coming together.
• A group insurance program.
• A lot of challenges to boost your career.

Cirque du Soleil Entertainment Group is committed to creating and maintaining an accessible and inclusive workplace. Proud ambassador of equality in employment, Cirque du Soleil Entertainment Group is committed to eliminating discrimination based on age, skin color, origins, religion, sex, sexual orientation and any other characteristic. Neutral and inclusive writing is now preferred for all new job postings.