Guest Experience and Accessibility Coordinator

PavCo; Vancouver; On-site; CAD 53,000 - 66,000; Full time

Job summary

PavCo's BC Place in Vancouver is seeking a Guest Experience & Accessibility Coordinator to lead accessible accommodations and pathways, ensuring service excellence for all guests. This role will drive development, delivery, and monitoring of accessibility and premium services at BC Place.

You will collaborate with the Senior Accessibility Manager on broader initiatives, implement accessibility programs, and train staff to maintain high standards of guest experience.

Qualifications

• 3-5 years in guest services, event coordination, or similar role with accessibility emphasis.
• Degree or certification in Hospitality or Facilities management preferred.
• Proven track record in implementing accessible accommodations for diverse guests.

Responsibilities

• Ensure accessible accommodations, pathways, and wayfinding are highlighted for events (ticketing, hospitality, access).
• Create and deliver accessibility awareness training for new hires and staff.
• Track and measure deliverables against the BC Place Accessibility Plan in collaboration with the Accessibility Committee.
• Coordinate with Communications to keep the BC Place Accessibility page up to date.

Skills

Guest services

Event coordination

Accessibility

Communication

Project management

Data analysis

Multitasking

Union awareness

Education

Hospitality or Facilities management degree

Tools

Momentus

EBMS

Job description

We are hiring for a Guest Experience & Accessibility Coordinator who will drive the implementation of accessible accommodations and pathways to ensure service excellence to all guests of BC Place. The responsibilities will encompass development, delivery and monitoring of all accessibility and premium services.

Additionally, the coordinator will support the Guest Experience Team in achieving and maintaining global leader standards, ensuring a memorable experience for every guest at BC Place. This role will work closely with PavCo’s Senior Accessibility Manager on broader company initiatives.

Essentially, our goal of having an accessible stadium is to enable all its visitors to share the same experience.

WHAT YOU WILL DO:

• In conjunction with the events planning team, ensures accessible accommodations and pathways and wayfinding are highlighted for each event including ticketing, hospitality and access;
• Creates and delivers accessibility awareness training to all new hires and ongoing staff at BC Place;
• Works with BC Pavco Accessibility Committee to track and measure deliverables against BC Place Accessibility Plan;
• Coordinates with Communications team to ensure BC Place Accessibility page is up to date and relevant;
• Assists the development, implementation, monitoring and advancement of a comprehensive Guest Experience program that includes accessibility accommodations for BC Place;
• In collaboration with the Assistant Manager, Guest Experience, administers and addresses all guest concerns or discrepancies promptly; documents, responds and tracks post and pre-event as required;
• Implements innovative ideas and initiatives to enhance guest satisfaction and exceed expectations;
• Assists with BC Place community initiatives;
• Assists and supports the broader BC Place Event Services Team as required.

WHAT YOU WILL BRING:

• 3-5 years’ experience in guest services, event coordination, or a similar role, with a strong emphasis on accessibility.
• Degree or recognized certification in Hospitality or Facilities management or applicable academic training in management or business preferred.
• Proven track record of implementing accessible accommodations and working with diverse guest needs.
• Experience working in a unionized environment, and the daily administration of a collective bargaining agreement an asset.
• Strong understanding of accessibility standards and regulations, compliance and other relevant guidelines.
• Experience using Momentus, (EBMS -Event Business Management System) or a similar event business management system an asset.
• Familiarity with project management tools an asset.
• IT, digital and media literate including the use of desktop programs, tablets and social media a strong asset.
• Demonstrated ability to use innovation in support of service excellence delivery.
• Strong analytical skills with the ability to gather and interpret data to inform decision-making.
• Ability to prioritize and manage multiple projects at one time.
• Empathetic and attentive to the needs of guests with disabilities, ensuring their comfort and satisfaction.
• Strong written and verbal communication.
• Commitment to providing excellence customer service and guest experience.
• Ability to exercise sound business judgment generating effective solutions quickly and/or raising issues to management as necessary.
• Ability to work in a fast-paced environment.
• Motivated self-starter with a proactive attitude.
• Willing and able to work varied hours including evenings, weekends, holidays and overnight shifts.

The salary range for this position is $52,678 - $65,847

• 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.