Manager, Guest Experience And Ticket Operations

THE OPPORTUNITY AWAITS YOU

REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.

The Manager, Guest Experience & Ticket Operations plays a critical role in managing the Guest Experience team to ensure a safe, comfortable, and excellent guest experience throughout REAL District. As the business unit facilitating most guest touchpoints, the Manager, Guest Experience & Ticket Operations can directly impact first impressions and overall guest satisfaction for all activities that take place at REAL District.

This leader will be responsible for developing and maintaining all aspects of REAL's ticketing and customer service deliverables and will inspire and challenge the business unit's frontline team to maximize the team's strengths and align their efforts with the organization's performance goals and corporate values. This position demands an innovative thinker that can optimize the guest experience, build strong partnerships and be personally accountable for achieving the service culture that will deliver extraordinary experiences, one moment at a time.

This position is ideal for an energetic, forward-thinking professional who strives to create positive, memorable experiences and build relationships with others.

What You Will Do

• Performs other duties on an as and when required basis
• Lead business unit initiatives to achieve the highest standards of customer service delivery per REAL's standards and in alignment with industry standards.
• Lead, oversee and manage Guest Experience and Ticket Operations activities, programs, product offerings and services to support event, entertainment, and recreational requirements throughout REAL District.
• Lead and develop a strong frontline team to carry out business unit strategies.
• Lead effective business unit financial planning and management.
• As a member of REAL's Management team, the Manager of Guest Experience & Ticket Operations participates in the development of REAL's annual planning process, develops, and implements the business plan for the Guest Experience & Ticket Operations Business Unit.

Requirements

WHAT IT TAKES

Apply today if you meet the following requirements:

Education And Experience

• Experience in working in a unionized environment is considered an asset
• Experience developing, leading teams in various job disciplines and managing change to create a service-oriented culture
• A degree or certification from a recognized post-secondary institution specializing in business administration, sport management, Tourism, or hospitality management; equivalent relevant work experience may be considered in lieu of formal education
• Sound knowledge of industry standards and emergent trends in Guest Services, ticketing and hospitality is considered an asset.
• Experience with effective workforce management, task prioritization, and employee performance coaching
• Has a proven success record in improving guest satisfaction.
• Experience in online ticketing event builds is required; experience with assigned seating systems (e.g., Ticketmaster) and GA ticket platforms (e.g., Showpass) is preferred
• Experience working in fast-paced, complex environments, maintaining emotional composure with a high degree of organizational effectiveness during stressful situations required
• 3-5 years of experience working in a similar environment; management experience in ticketing, guest services or hospitality is required

Knowledge, Skills, And Abilities

• May work odd or long hours at a time to complete operational requirements, projects or to participate in or coordinate evening and off-hour activities
• Independent, creative self-starter who can initiate and adapt to new ideas
• Strong time-management skills and a proven track record of delivering quality results with attention to details
• Advanced Computer proficiency in Excel, Word, Outlook, and database management; points of sale system (POS) proficiency is an asset
• Can demonstrate proficiency in managing multiple, complex priorities within demanding timeframes and competing deadlines
• Can display creativity in developing concepts and strategies that support a positive guest experience throughout REAL's facilities
• Excellent interpersonal skills with the ability to interact effectively and in a professional, diplomatic, and mature manner with clients/guests at all levels as well as the team
• Must be able to obtain and maintain a satisfactory Criminal Record Check for the duration of employment.
• Proven decision-making capabilities, balancing the guest's needs with the obligations and best interests of REAL in mind
• Excellent leadership skills with the proven ability to lead and motivate team members
• Ability to supervise and manage multidisciplinary staff
• Knowledge of events and entertainment industry

Benefits

WHY CHOOSE REAL?

Here at REAL, we can offer unique experiences unlike any other organization:

• Discounts during events you participate in as a guest.
• Matching Group RRSP plan
• Ability to obtain free tickets to a wide variety of sporting and entertainment events.
• Make a difference in your own community
• A wide range of employment opportunities to fit your own lifestyle – whether that’s committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
• We offer competitive wages and industry standard benefits.
• Be a part of an industry responsible to create fun and memorable moments for our guests

For more information visit our website at www.realdistrict.ca. Submit resumes by August 30, 2023 via the link provided.

Please click the link to apply:

While REAL appreciates the interest by all applicants, only those selected to advance to the next stage will be contacted. Note preference will be given to internal applicants holding existing REAL RWDSU seniority.