Guest Experience Department Manager

Furever Pawradise Inc.; Toronto; On-site; CAD 42,000 - 52,000; Full time

Job summary

Furever Pawradise Inc., a Toronto-based non-profit, is looking for a Guest Experience Supervisor to lead the on-site Registration and Info Desk during the event. This role serves as the command center for attendee-facing issues, guiding frontline teams that handle badge pickup, ticket sales, and general inquiries to keep the area calm and welcoming.

You will directly manage Team Leaders, escalate complex attendee cases, coordinate volunteer schedules, and troubleshoot registration tech.

Qualifications

• Directly manage and support all Team Leaders and Members at the Registration and Information desks.
• Serve as the primary escalation point for complex attendee issues such as payment disputes or accessibility needs.
• Manage volunteer schedules to ensure adequate coverage during peak and off-peak hours.

Responsibilities

• Directly manage and support all Team Leaders and Members at the Registration and Information desks.
• Serve as the primary point of escalation for complex attendee issues, such as payment disputes, registration errors, or accessibility needs.
• Manage volunteer schedules to ensure adequate coverage and breaks during peak and off-peak hours.
• Troubleshoot on-site technical issues with registration equipment (laptops, printers, scanners).
• Train all frontline staff in customer service best practices, de-escalation techniques, and registration procedures.

Skills

Supervisory Experience

Conflict Resolution

Operational Management

Tech Savvy

Front desk management

Ticketing platform knowledge

Job description

The Guest Experience Supervisor manages the entire on-site Registration and Info Desk operations during the event. They are the command center for all attendee-facing issues, leading the frontline teams that handle badge pickup, ticket sales, and general inquiries. This role is crucial for maintaining a calm, orderly, and helpful environment in one of the most high-traffic areas of the event.

Requirements

Key Responsibilities

Directly manage and support all Team Leaders and Members at the Registration and Information desks.

Serve as the primary point of escalation for complex attendee issues, such as payment disputes, registration errors, or accessibility needs.

Manage volunteer schedules to ensure adequate coverage and breaks during peak and off-peak hours.

Troubleshoot on-site technical issues with registration equipment (laptops, printers, scanners).

Train all frontline staff in customer service best practices, de-escalation techniques, and registration procedures.

Required Skills & Qualifications

Supervisory Experience : Experience leading customer-facing teams in a retail, hospitality, or event setting.

Conflict Resolution : Excellent de-escalation skills and the ability to handle upset customers with empathy and professionalism.

Operational Management : Strong ability to manage queues, organize workflows, and keep a large team on task.

Tech Savvy : Comfortable with troubleshooting basic computer and printer issues.

Beneficial Skills

Experience as a front desk manager or duty manager in a hotel or conference setting.

Advanced knowledge of the event's specific ticketing platform.

About the Company

Furever Pawradise is a Toronto-based, non-profit organization dedicated to celebrating and empowering the vibrant anthropomorphic arts (furry) community. Our core mission is to create a premier annual event that provides a dedicated platform for artists to showcase their creativity, for community members to forge lasting connections, and for all of us to channel our collective passion into philanthropic good for local charities.

Our organization is built on a foundation of six core values: Creativity & Expression, Community & Inclusivity, Empowerment, Generosity & Impact, Integrity & Trust, and Joy & Celebration. Joining the Furever Pawradise team means becoming part of a passionate, collaborative, and dedicated group of people who believe in the power of community and creativity.