Guest Experience and Accessibility Coordinator

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

Benefits offered by this job

Benefits

Government pension plan

Career growth

Job summary

PavCo is hiring a Guest Experience & Accessibility Coordinator in Vancouver, BC. You will drive accessible accommodations, guide the Guest Experience program, and work with the Accessibility Committee to ensure inclusive, high-quality guest experiences at BC Place.

The role requires 3-5 years in guest services or event coordination with a strong accessibility emphasis, plus a degree in Hospitality or Facilities management.

Qualifications

• 3-5 years’ experience in guest services, event coordination, or a similar role with strong accessibility focus.
• Proven ability to implement accessible accommodations and work with diverse guest needs.
• Experience in unionized environments and knowledge of bargaining agreements is an asset.
• Strong understanding of accessibility standards and regulations.
• IT, digital and media-literate including desktop programs and social media.
• Excellent written and verbal communication; strong guest service orientation.

Responsibilities

• In collaboration with events planning, highlight accessible accommodations, wayfinding, and ticketing for each event.
• Create and deliver accessibility awareness training for new hires and ongoing staff.
• Track deliverables against the BC Place Accessibility Plan with the Accessibility Committee.
• Maintain and update the BC Place Accessibility page with Communications.
• Develop and advance a comprehensive Guest Experience program including accessibility.
• Address guest concerns promptly; document and track post- and pre-event issues.
• Introduce innovative ideas to enhance guest satisfaction and exceed expectations.
• Support BC Place community initiatives and the broader Event Services Team.

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.

What we offer:

• Excellent benefits and a strong government pension plan
• Interesting projects
• Supportive team
• Career growth

We Appreciate Your Interest in PavCo and This Position

At PavCo, we are committed to building high-performance teams. Our selection process is thorough, and all candidate applications are reviewed. Should your qualifications and experience meet the requirements of this role, a member of our recruitment team will contact you.

Only candidates eligible to work full time in Canada will be considered.