Guest Services Assistant - Casual

Calgary Convention; Calgary; Hybrid; CAD 21,000 - 26,000; Part time

Job summary

Calgary TELUS Convention Centre is seeking a casual Guest Services Assistant to support the Guest Services Department. You will assist staff, contractors, guests, and clients at events, handling inquiries and directing attendees to services.

The role emphasizes customer service, multitasking, problem solving, and efficient work order processing. On-site support during evenings and weekends is required, with responsibilities across reception, payments, and information services.

Qualifications

• 3-5 years of related work experience in a fast-paced customer service environment.
• Front line public and client interaction focused on delivering excellent service.
• Proficiency with Microsoft Word, Excel, and Teams; familiarity with Adobe Acrobat.
• Experience with commercial-grade photocopiers and billing/invoicing processes.
• Legally entitled to work in Canada.

Responsibilities

• Provide a full range of guest and business-related services and manage service requests end-to-end.
• Review event work orders with the Event Manager and ensure delivery to clients.
• Process payments and maintain accurate records according to policies.
• Respond to inquiries and assist guests with information about CTCC events and Calgary.
• Operate switchboard and update work orders for billing and reporting.
• Provide sign posting, inventory management, and general office support as needed.

Skills

Customer service

MS Office

Problem solving

Multitasking

Communication

POS experience

Teamwork

Tools

Adobe Acrobat

Moneris POS

Momentus OS

Job description

The Calgary TELUS Convention Centre is looking to hire a casual Guest Services Assistant in the Guest Services Department.

Reporting to the Senior Manager, Event Services, this position provides a full range of guest and business-related services to staff, contractors, in-house suppliers, guests, clients, and members of the public hosting and/or attending functions at the Calgary TELUS Convention Centre (CTCC).

Duties and Responsibilities

• Provide a full range of guest and business-related services and ensure all service requests are recorded, evaluated, prioritized, authorized, dispatched, and communicated with the appropriate employee, department, or in-house service provider. Ensure each item or request for service is executed in an accurate and timely fashion that will meet and/or exceed client expectations whilst anticipating additional or future needs. Provide feedback to Event Manager and/or source of service call if required.
• Upon the request of the Event Manager, and prior to the commencement of each event, Guest Services will review work orders from Momentusand understand the services required for each event. They will check the specified areas to ensure delivery of agreed upon services and meet with the client to advise them of how to get in contact with Guest Services, should they require anything during their event.
• Provide payment services whilst adhering to payment handling policies and procedures, ensuring precise records are maintained.
• Respond to or direct complaints and requests for information regarding CTCC business.
• Responds to general public inquiries for general information about CTCC events and downtown Calgary information and directions.
• Perform switchboard duties for the organization.
• Update, create, and close work orders in a timely manner for billing purposes.
• Process exhibitor utility payments and co-ordinate on-site utility requests with internal departments (e.g. electricity, internet, and internet).
• Provide recommendations to the SeniorManager, Event Services on the yearly operational and capital expenditure budgets.
• Sell business related items and services to clients and the public (e.g. word processing, faxing, photocopying, laminating, binding, scanning, office supplies, cell phone charging, etc.) and prepare all documentation related to the sale.
• Provides general office assistance as requested (including but not limited to those listed above) to internal CTCC departments.
• Greet and provide directional assistance to clients and guests attending events in the facility.
• Screen and distribute materials located in the brochure and information racks.
• Create, distribute, and maintain appropriate signage (client requests and internal usage).
• Maintains general office supplies inventory and stock levels, and orders supplies as required.
• Maintain Guest Services equipment and schedule repair services as required.
• Update information on the computer system daily (e.g. communications, correspondence, data entry, service calls, etc.).
• Respond to client requests for information on utility services (e.g. power, water, electrical, Wi‑Fi, and telecom).
• Supervise and assist with any duties relating to Coat Check services.
• Other duties as assigned.

Job-Related Skills

• Highly motivated self-starter.
• Diverse knowledge and strong technical troubleshooting skills related to relevant programs and other office equipment, such as Microsoft Office (Word, Excel, and Teams), Adobe Acrobat, and commercial grade photocopiers.
• Strong customer service philosophy.
• Ability to work independently and in a team-focused environment.
• Strong organizational, interpersonal, and problem-solving skills.
• Effective listening and communications skills.
• Ability to juggle multiple tasks quickly and efficiently.
• POS machine experience, strong math aptitude.

Core Competencies

Accountability - Checks assumptions about mutual expectations and clarifies standards of overall performance. Checks the scope of responsibilities of self and others. Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved.

Client Focused - Ability to initiate and respond to communications at a service level with clients and guests.Asks probing questions to clarify customer expectations and needs to understand, respond, and activate appropriate actions. Explore options to meet customer needs and seeks assistance from supervisor when needed. Works towards resolving customer issues quickly and effectively.

Problem Solving - Investigates defined issues with uncertain cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggest alternative approaches that meet the needs of the organization, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required.

Thoroughness - Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.

Schedule

• Available to work evenings, weekends, holidays.
• Hours of work are not guaranteed.

Experience & Requirements

• 3-5 years of related work experience in a fast-paced customer service-oriented environment.
• Front line public and client interaction focused on delivering excellent service.
• Microsoft Office (Word, Excel, Teams).
• Adobe Acrobat.
• Commercial-grade photocopiers.
• Billing and invoicing.
• Legally entitled to work in Canada.

Training Assets

• Microsoft Office
• MomentusOperating system
• First aid, CPR, AED Certification
• Moneris POS machine

Physical Requirements

• Physically fit to have the ability to lift heavy weight (up to 40lbs).
• Ability to discern colours.
• Ability to work long hours on their feet.

Core Company Success Traits

The Calgary TELUS Convention Centre:

• Is Calgary’s meeting place, bringing the community together in a central hub to connect, learn, innovate, celebrate, support and grow.
• Connects Calgary with the global community; leveraging our assets to create opportunities that impact the lives of Calgarians and Canadians.
• Takes pride in our city and in delivering Calgary’s message of hospitality, prosperity, and enlightened growth to countless visitors.
• Is honoured to promote Calgary to the world and to host hundreds of events each year.
• Is responsible for promoting Calgary by working with partners to build Calgary’s reputation as the destination of choice.
• Is committed to providing a productive, comfortable, sustainable environment to our guests and employees.