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 DoProvide strategic leadership and direction for the Guest Experience function, establishing service standards, operating procedures and performance expectationsLead the development and continuous improvement of the BC Place guest experience strategy, including service excellence, accessibility, premium experiences and service recoveryProvide leadership to the Manager,



Guest Experience and Guest Experience & Accessibility CoordinatorOversee the overall performance and service delivery of the event time Hosts through the Manager, Guest ExperienceEstablish guest experience standards and ensure consistent execution across events, tenants and event typesOversee accessibility programs and services, including wheelchair assistance, ASL, sensory accommodations, exemptions and other guest accessibility requirementsProvide 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 providerOversee event time Hosting deployments and ensure staffing models align with event profiles, attendance, guest needs and service expectationsOversee service recovery strategies, guest feedback programs and processes for identifying and resolving recurring guest issuesLead the development and delivery of guest experience training, including service standards, communication, accessibility and service recoveryManage relationship with clients to ensure alignment on guest experience standards and ensure service standards are consistently deliveredProvide strategic oversight of ticket provider related event operations including scanners, turnstiles, manifests, ticket rules and event day technologyOversee the relationship and performance of guest experience contractorsEstablish and monitor performance measures for guest experience, including guest surveys, feedback,



service levels and event time performanceReview guest experience trends and data and develop recommendations to improve service delivery and operational effectivenessServe as a senior leader on duty during major events and provide leadership during significant guest experience issues or operational incidentsBuild strong working relationships with internal Event Security, Venue Security, Event Safety & First Aid, Events, Event Conversions & Logistics, Environmental Services and other internal teamsMaintain strong relationships with external venues and industry partners to share best practices and identify opportunities for innovationContribute to operating budgets, business cases, procurement and service provider agreements related to guest experienceSupport CBA administration, performance management and team member relations for the Guest Experience / Hosting teamFoster a culture of service excellence, inclusion, accountability and continuous improvementWhat You’ll BringBachelor’s degree in hospitality, Business Administration, Event Management or a related discipline preferredEquivalent combination of education, training and experience may be consideredAdditional training or certification in accessibility, customer experience or service management considered an assetMinimum 5 to 7 yearsSignificant experience in guest experience, hospitality, event operations or a related service environmentDemonstrated experience leading large frontline teams in a high-volume public venue, sports, entertaining or hospitality environmentExperience developing service standards, training programs and service recovery strategiesExperience managing contractors, tenants and external service partnersExperience working in a unionized environment is considered an assetStrong knowledge of accessibility and inclusive guest services practicesDemonstrated ability to use guest feedback and operational data to drive continuous improvementStrong communication, relationship management and problem solving skillsAbility to work flexible hours, including evenings, weekends and holidaysCommitment to service excellence and BC Place valuesAbility to work flexible schedule, including evenings, weekends, holidays, and event days.The salary range for this position is $98,852-123,565#J-18808-Ljbffr

📌 Senior Manager, Guest Experience (Vancouver)
🏢 Vancouver Convention Centre
📍 Vancouver