REAL offers competitive wages, strong benefits package and a matching group RRSP plan.
Preferred Education:
2 Year Degree
Internal Number: 2024-003
Regina Exhibition Association Limited (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 the REAL District. As the business unit that facilitates most guests' initial touchpoints, the Manager, Guest Experience & Ticket Operations can directly impact first impressions and overall guest satisfaction at REAL.
This leader will be responsible for developing and maintaining all aspects of REAL's ticketing and customer service operations and will be an inspirational role model by challenging and maximizing the team's strengths and aligning their efforts with the organization's values. This position demands an innovative thinker who can optimize the guest experience, build strong partnerships and be personally accountable for achieving the service culture goal of delivering extraordinary experiences, one moment at a time.
This position is ideal for an energetic and optimistic professional who thrives on creating positive, memorable experiences and building relationships with others.
WHAT YOU WILL DO
1. Lead, oversee and manage Guest Experience and Ticketing activities, programs, strategies and services to support event, entertainment and recreational requirements by:
Ensuring appropriate event builds and administration in REAL's ticketing software system. This includes but is not limited to:
event manifest setup testing
system user access controls
report generation
Inventory management
Support pricing development, ongoing maintenance, promoter relationships, and building capacity in this area within the role.
Liaising with promoters as well as internal and external clients on pricing, packaging, analytic reporting, and post-event reconciling needs.
Maintaining and updating the Guest Experience and Ticket Operations systems and processes, and ensuring training programs are developed and executed with teams to ensure high-quality guest interactions.
Monitoring & advising to ensure service delivery, ticketing issues and complaints are noted and resolved effectively. Evolving the organization's customer service delivery mindset and response process through analysis of guest feedback.
Monitoring and evaluating the efficiency and effectiveness of existing Guest Experience Rep, Guest Services Rep and Ticket Operations Rep delivery methods and implement improvements accordingly.
Reviewing the guest journey and bringing forward actions for improvement when collaborating on cross-functional operational initiatives with fellow team members.
Planning, organizing, scheduling, directing and motivating team members to achieve peak productivity and performance.
Share in the responsibilities of attendance during REAL events when necessary for escalations/problems related to the guest experience.
3. Ensure effective Business Unit financial planning by:
Contributing to the development of the Business Unit's annual budget, responsible for monitoring monthly financial statements and forecasting/implementing appropriate expenditure controls to manage costs.
Reviewing invoicing to ensure all inputs are reported and invoice is submitted in a timely manner.
recommending changes in direction or priorities during the business year; providing direction for necessary modifications to the business plan or operating budgets as required during the fiscal year.
4. Lead and develop a strong team to carry out Business Unit operational plans by:
hiring, training, promoting, vacation management, dismissals, discipline and compensation reviews for all direct reports; providing written & verbal performance evaluation; advice, guidance, direction and authorization for direct reports to carry out plans & procedures consistent with established policies.
monitoring staff engagement levels and ensuring ongoing improvement to facilitate productivity, retention, and high morale; identifying potential talent gaps in the business unit and initiating short/long-term strategies to ensure ongoing qualified personnel are being recruited and developed for sustainable corporate growth.
ensuring the corporate values/standards of business conduct / human resource philosophy is understood, embraced and implemented throughout the team; and personally demonstrate them in daily interactions and relationships.
regularly evaluating and analyzing current and projected capacity in the business unit and confer with direct reports for any re-allocation of personnel to assist in event ramp-ups, ramp-downs, priority scheduling, and support service demands
Performs other duties as at when required.
Minimum of a degree or diploma from a recognized university specializing in business administration, sport management, or hospitality management preferred. Equivalent relevant work experience may will be considered in lieu of formal education.
3 to 5 years of experience working in a similar environment; Management experience in Ticketing, Guest Services and hospitality required.
3-5 years of ticket operations experience with increased responsibility preferred.
Proficiency in Ticketmaster ticketing software required.
Sound knowledge of industry standards and emergent trends in Guest Services, ticketing and hospitality is considered an asset.
Experience developing and leading teams in various job disciplines and managing change to create a service-oriented culture.
Proven success record in improving guest satisfaction; Experience with effective work scheduling, prioritizing, coaching and process execution required.
Experience working in fast-paced, complex environments, maintaining emotional composure with a high degree of organizational effectiveness during stressful situations required.
Experience in working in a unionized environment is considered an asset.
Since 1884, REAL has been providing Regina with the very best in entertainment, sports and recreation, agriculture, and business events. Throughout our history, one thing has stayed the same, we build community, one memory at a time.
Community is, and always has been, at the heart of everything we do. Whether it’s family time enjoyed at the Queen City Ex, cheering on the home team at Mosaic Stadium or Brandt Centre, or scoring big to take home that tournament trophy, we create positive experiences and memories that last a lifetime.
The REAL District is where Regina invites the world to see our pride, our passion, our people, and our heart. It’s a place that enriches our economy and our quality of life.