Address
Form of workFull-Time; Seasonal
(April 1 to December 31, 2024)
Date Posted: February 5, 2024
Who we are…
The Pacific National Exhibition is an iconic institution in BC, famous for bringing generations of people together to celebrate and build memories. This 114-year-old, non-profit organization has an annual operating budget of over $70 million dollars and generates revenue through four activity streams: the 15-day annual summer Fair and winter Fair which average more than 700,000 people annually, Playland amusement park which welcomes 400,000 guests annually including Fright Nights, and a busy year-round portfolio of events including concerts, trade shows and film, cultural and community events. In total we bring over 2 million people through the site each year. The fourth activity stream is park care and facility maintenance. The PNE is proud of the work it does at Hastings Park and has a vibrant team that is passionate about events, Guest Experience and delivering memorable experiences.
At the PNE, we strive to create an environment that reflects our organization’s core values: Enthusiasm, Excellence and Evolution. With a focus on these core values, we are committed to achieving our mission which is to “Deliver Memorable Experiences” for all who interact with the PNE whether it is our guests, our employees, or the community.
We are looking for a passionate and enthusiastic leader that will join us in supporting the site’s Guest Experience. Our ideal candidate is an individual that has a passion for event operations and experience in Guest Experience operations and training, leading to a high degree of continuity across multiple sites or venues. This role will work out of Playland Administration, with a focus on the PNE’s Guest Experience across all year-round events.
Why join our Team?
- Exhilarating and fun-loving culture
- Flexible work environment
- Staff discounts
- Opportunity to create lasting memories and relationships!
What will you do?
In your role as Seasonal Assistant Manager, Guest Experience & Playland Operations, you will work with the Manager and Assistant manager, Guest Experience & Playland Operations, to set the tone for all guest facing interactions on the PNE site.
Playland Operations
- Manage day to day Playland operations of Guest Experience Team.
- Support daily operations of the Guest Experience team throughout the Playland season in the capacity of Manager on Duty.
- Work closely the Guest Experience management team to provide direction and mentorship to a team of supervisors and seasonal staff.
- Participate in training, disciplining, scheduling, payroll, and ongoing performance reviews of Guest Experience team members.
- Support Standard Operating protocols to heighten staff awareness of Playland’s Guest Experience policies and procedures.
- Support Guest Ticket Resolution
- Overall technical support: computers, printers, ride photo software, POS systems, etc.
- Perform other duties as required.
Fair & Festival Operations
- Assist with set up of annual summer and winter fairs.
- Manage day to day operations during our annual Fair and Festivals (including summer fair, winter fair, and fright nights). Full availability for all 15 days of summer fair, working 10hrs/day required.
- Support daily operations of the Guest Experience team throughout the Fairs and Festivals calendar in the capacity of Manager on Duty.
- Assist with hiring, training, disciplining, scheduling, payroll, and ongoing performance reviews of Guest Experience staff.
- Provide appropriate Guest Experience training and onboarding for all Fair Seasonal staff.
- Support established protocols and procedures to heighten staff awareness of event specific details.
- Support Guest Ticket Resolution
- Overall technical support: computers, printers, ride photo software, POS systems, etc.
- Perform other duties as required.
Year-Round Event Operations
- Serve as the Guest Experience Manager on Duty for assigned Year-Round Events
- Create and circulate Team Support Booklets for all multi-day Special Events as required.
- Support scheduling, payroll, and ongoing performance enhancement of Year-Round, part time staff.
- Perform other duties as required.
PNE Guest Experience
- Support the Guest Experience and Guest Recovery model for all year-round events; this includes reviewing and revising existing Guest Experience policies & procedures on a continued basis.
- Work closely with management to establish protocols and scripting for responses to Guest inquiries (through but not limited to the following channels: reception, e-mails and on-site).
- Support existing and creation of new standard operating procedures for site-wide in-bound Guest inquiries and coordinate/manage all responses.
- Assisting with guest resolution conversations and finding appropriate solutions that benefit both the guest and the PNE.
- Support Development of Guest Experience Supervisor team and seasonal staff
What else?
- 1-2 years of progressively responsible experience in a leadership capacity; preferably as an Assistant Manager or senior supervisor, supervising and providing direction to a large team (temporary, part time, seasonal, etc.).
- Previous experience working in the hospitality, tourism or sports industries is preferred.
- Diploma, Certificate, or degree in a relevant discipline, an equivalent combination of education & experience, or current enrollment in a relevant program is an asset.
- Ability to work extended hours, evenings and most weekends required; this position is a full-time, event-based position, and hours of work vary accordingly.
- Must have a strong background with Guest Experience delivery and be comfortable communicating with guests both in person, via e-mail, and over the phone.
- Ability to foster collaborative and effective working relationships with all staff on-site.
- Experience developing standardized manuals.
- Strong planning, organizational, and administrative skills.
- Excellent communication, interpersonal, supervisory and leadership skills.
- Ability to function independently and under pressure, and ability to manage various projects at the same time.
- Knowledge of the event industry is considered an asset.
- Background working within a unionized environment is considered an asset.
- Successful candidates must undergo a Criminal Record Check.
Who are you?
- Proactive leader, with a guest-centric outlook.
- Passionate about creating memorable experiences.
- Passionate about coaching and mentoring new and young workers
- Skillful communicator
- Collaborative and results-oriented team player.
- Committed to striving for excellence.
Where and when to APPLY?
Applications can be submitted via the PNE website at www.pne.ca/jobs and will be accepted until the role is filled.
Preference will be given to candidates who submit their resume/cover letter before Sunday, February 25. We look forward to hearing from you!
Additional Information
The PNE's compensation offerings are in alignment with a pay-for-performance pay philosophy that recognizes individual, and teamwork performance. The role is a seasonal, full-time position with a typical salary range of $20 - $22 per hour. The starting salary will be based on the successful candidate’s competencies, including but not limited to knowledge, skills, experience, and internal pay structures. As a part of the PNE's total compensation package, this position may be eligible for other benefits subject to program eligibility requirements.
The PNE is proud to be an equal opportunity employer, committed to creating an inclusive workforce that reflects the diverse community we proudly serve. All applicants will receive consideration for employment without regard to race, colour, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, disability, or age. If you require any support or accommodations throughout any stage of the recruitment process, please contact the People & Culture Department at hr@pne.ca.
