Senior Manager, Guest Experience

Vancouver Convention Centre; Vancouver; On-site; CAD 99,000 - 124,000; Full time

Job summary

BC Place in Vancouver seeks a strategic, people-focused Senior Manager, Guest Experience to lead the guest experience function before, during, and after events. You will shape how guests engage with our venue, set standards, and drive service excellence across hosting, accessibility, ticketing and premium experiences.

The role requires strong leadership, service expertise and the ability to translate guest expectations into practical operations for a high-volume venue, including collaboration

Qualifications

• Minimum 5 to 7 years in guest experience or hospitality.
• Experience leading large frontline teams in high-volume venues.
• Experience with service standards and recovery strategies.
• Strong communication and relationship-building skills.

Responsibilities

• Provide strategic leadership for the Guest Experience function and establish service standards and procedures.
• Lead development and continuous improvement of guest experience strategy, accessibility, premium experiences and service recovery.
• Oversee performance and service delivery of event-time Hosts through the Manager, Guest Experience.
• Establish guest experience standards and ensure consistent execution across events, tenants and types.
• Oversee accessibility programs, including wheelchair assistance and sensory accommodations.
• Provide oversight of ingress/egress from a guest perspective in collaboration with Events, Security and ticketing.
• Lead staffing models for hosting deployments aligned with event profiles and guest needs.
• Drive guest feedback programs, service recovery and issue resolution.
• Develop and deliver guest experience training on standards, accessibility and recovery.
• Manage relationships with clients to align on guest standards and service delivery.

Skills

Guest experience leadership

Stakeholder collaboration

Data-driven decisions

Staff training

Operational planning

Education

Bachelor's degree in Hospitality or related

Tools

Ticketing systems

Event management software

Job description

This position is posted to inform employees of the vacancy and support transparency in the recruitment process. While internal advancement is anticipated, all qualified applicants will be considered.

Great events are built on exceptional experiences. We’re looking for a strategic, people-focused Senior Manager, Guest Experience to lead our guest experience function and shape how guests engage with our venue before, during, and after every event.

The Senior Manager, Guest Experience provides strategic and operational leadership for the guest experience function at BC Place, ensuring a consistent, welcoming and inclusive experience across all events and guest touchpoints.

The role is responsible for establishing guest experience standards, service strategies and operational practices across hosting, accessibility, ticketing and premium experiences. The Senior Manager leads the continuous improvement of the guest journey through data, guest feedback, service recovery and collaboration with clients and internal partners.

Reporting to the Director, Security & Guest Experience, the Senior Manager provides leadership to the Manager, Guest experience and Guest Experience & Accessibility Coordinator. The role also oversees key external relationships and service providers including the stadium’s ticketing provider (from an operational lens) and hosting contractor.

This position requires strong leadership, service expertise, operational judgment and the ability to translate guest expectations into practical event day operations in a complex, high-volume venue.

What You’ll Do

• Provide strategic leadership and direction for the Guest Experience function, establishing service standards, operating procedures and performance expectations
• Lead the development and continuous improvement of the BC Place guest experience strategy, including service excellence, accessibility, premium experiences and service recovery
• Provide leadership to the Manager, Guest Experience and Guest Experience & Accessibility Coordinator
• Oversee the overall performance and service delivery of the event time Hosts through the Manager, Guest Experience
• Establish guest experience standards and ensure consistent execution across events, tenants and event types
• Oversee accessibility programs and services, including wheelchair assistance, ASL, sensory accommodations, exemptions and other guest accessibility requirements
• Provide strategic oversight of ingress and egress from a guest experience perspective, working closely with Events, Security, Event Safety & First Aid and the stadium’s ticketing provider
• Oversee event time Hosting deployments and ensure staffing models align with event profiles, attendance, guest needs and service expectations
• Oversee service recovery strategies, guest feedback programs and processes for identifying and resolving recurring guest issues
• Lead the development and delivery of guest experience training, including service standards, communication, accessibility and service recovery
• Manage relationship with clients to ensure alignment on guest experience standards and ensure service standards are consistently delivered
• Provide strategic oversight of ticket provider related event operations including scanners, turnstiles, manifests, ticket rules and event day technology
• Oversee the relationship and performance of guest experience contractors
• Establish and monitor performance measures for guest experience, including guest surveys, feedback, service levels and event time performance
• Review guest experience trends and data and develop recommendations to improve service delivery and operational effectiveness
• Serve as a senior leader on duty during major events and provide leadership during significant guest experience issues or operational incidents
• Build strong working relationships with internal Event Security, Venue Security, Event Safety & First Aid, Events, Event Conversions & Logistics, Environmental Services and other internal teams
• Maintain strong relationships with external venues and industry partners to share best practices and identify opportunities for innovation
• Contribute to operating budgets, business cases, procurement and service provider agreements related to guest experience
• Support CBA administration, performance management and team member relations for the Guest Experience / Hosting team
• Foster a culture of service excellence, inclusion, accountability and continuous improvement

What You’ll Bring

• Bachelor’s degree in hospitality, Business Administration, Event Management or a related discipline preferred
• Equivalent combination of education, training and experience may be considered
• Additional training or certification in accessibility, customer experience or service management considered an asset
• Minimum 5 to 7 years
• Significant experience in guest experience, hospitality, event operations or a related service environment
• Demonstrated experience leading large frontline teams in a high-volume public venue, sports, entertaining or hospitality environment
• Experience developing service standards, training programs and service recovery strategies
• Experience managing contractors, tenants and external service partners
• Experience working in a unionized environment is considered an asset
• Strong knowledge of accessibility and inclusive guest services practices
• Demonstrated ability to use guest feedback and operational data to drive continuous improvement
• Strong communication, relationship management and problem solving skills
• Ability to work flexible hours, including evenings, weekends and holidays
• Commitment to service excellence and BC Place values
• Ability to work flexible hours, including evenings, weekends, holidays, and event days.

The salary range for this position is $98,852-123,565