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Title: Ticket Centre Supervisor

Department: Ticket Centre

Reports To: Manager, Ticket Centre

We are now inviting enthusiastic, passionate individuals to join our event staff team and be part of the excitement during Canucks games, Warriors games, and concerts at Rogers Arena. We can’t wait to meet you!

POSITION SUMMARY:

Ticket Centre Supervisors play an integral role as the first point of contact with our fans at the Ticket Centre, whether that be in person, over the phone or on email. They oversee Ticket Centre Representatives, perform sales and service functions at the Ticket Centre, and assist our fans with ticketing inquiries. This is an hourly, part-time position with daytime and evening shifts available on weekdays and/or weekends.

A typical shift includes:

  • Supervising Ticket Centre Representatives, providing support and focus to the delivery of exceptional service

  • Monitoring Ticket Centre line-up lengths and staff deployments

  • Assisting with the onboarding of new employees and provideing training and guidance

  • Creating a positive work environment for staff by providing ongoing clear, specific coaching, recognition, and feedback to ensure operational success and excellence

  • Serving the needs of the guests and making necessary operational decisions to ensure guests receive direct, personable service and immediate results

  • Communicating appropriate event/guest incidents and reports to Manager and Coordinator

  • Recommending improvements and new suggestions for current operations

  • Communicating with other operations groups (e.g.Promoters, Fan Experience, Event Managers) to ensure event and guest needs are met

  • Performing administrative functions related to income report, seats sold report and balance all accounts

  • Following closing procedures to ensures the Ticket Centre and all money deposits are safely secured at the end of the night

  • Providing on-going feedback and recommendations to enhance front line service plan and product development

  • Participating in Event Staff Supervisor Team meetings to identify ideas, processes, systems, skill upgrading and information that would assist in efforts to achieve 100% customer satisfaction

  • Other duties as required

REQUIRED EXPERIENCE AND QUALIFICATIONS:

  • Must be 19 years of age or older

  • Availability to work daytime shifts from 9am to 5pm and/or evening event shifts

  • Minimum 3 years’ of supervisory experience in the hospitality/service industry, including experience in hiring, motivating, coaching, and directing employees

  • Physically able to walk up and down stairs, stand for a significant portion of the shift, work in a crowded and noisy environment

  • Able to handle periodic lifting requirements of approximately 30 lbs. of weight (e.g. assisting with strollers, wheelchairs, etc.)

  • Demonstrated commitment to customer satisfaction

  • Excellent interpersonal skills with the ability to interact positively and professionally with a diverse customer base (e.g. public, senior management, staff, business partners, promoters, team personnel, etc.)

  • Excellent problem solving and crisis management skills while remaining calm, level headed and professional

  • A confident, friendly, approachable, and outgoing team player

  • Presence in the form of personal authority and maturity

  • Superior attention to detail and strong organizational and administrative skills

  • Ability to multi-task under pressure with several staff in a dynamic, face paced environment

  • Flexible with ability to adapt easily to changing priorities

  • Non-Canadian residents must hold a valid work permit expiring no earlier than October 2023

  • Experience with Ticketmaster systems, including Host and Archtics is an asset

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.

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