Client Services Coordinator - Casual Part Time

Calgary Stampede

10d•Onsite

About The Position

The Client Services Coordinator represents BMO Centre management as the client’s first point of contact once an event is onsite. This position is critical to the successful delivery of event operations and supplier services to a broad range of diverse clients and events in a fast-paced environment. The Client Services Coordinator is a member of a multi-faceted team responsible for providing service excellence with superior professionalism. This position is a casual-part-time position that will require the successful candidate to work flexible hours throughout the week.

Requirements

Experience in the events industry with large-scale venue operations.
Experience in some or all of the following: catering, event technology and event/venue logistics.
Experience with floor plan systems.
Experience with MS Office, radios and tablets.
Strong verbal and written communication skills, able to choose appropriate, effective ways to communicate to difference audiences including both internal and external stakeholders.
Ability to articulate a clear, concise, yet detailed idea, thought or concept.
Actively listen, ask questions, be curious.
Aware of and responsive to nonverbal communication styles, recognizes and adapts to cultural differences in communication styles.
Effectively deliver and receive constructive feedback in an effort to continuously improve.
Demonstrates resourcefulness by utilizing information from a variety of sources to identify challenges and opportunities, identify the root cause, evaluate options and make quick yet informed and appropriate decisions.
Anticipate needs, expectations and challenges before they arise.
Breaks down complex tasks into manageable parts in a systematic, detailed way.
Ability to apply analytical techniques to identify the root cause of a problem and find the best solution.
Anticipates the risk or implications inherent in a suggested solution and develops contingency plans to mitigate their impacts.

Nice To Haves

Completion of a 2-year diploma or certificate in event management or business preferred.
Experience with Momentus (EBMS) considered an asset

Responsibilities

Providing guidance and leadership to fulfillment teams on event related matters.
Leading by example at all times while contributing to the overall goals and objectives of the organization and delivering on the expectations of our customers.
Balancing client needs with the achievability of event logistics and venue standards.
Ongoing liaison with client and supplier contacts for each event ensuring execution as planned.
Ensuring all services are delivered accurately and on time as per work orders and floor plans.
Resolving issues & conflicts when events are booked back to back or when operating multiple, simultaneous events.
Facilitating problem solving & conflict resolution with clients, suppliers, employees, and stakeholders.
Responding to all client & event requests including organizing, prioritizing, communicating, delegating and executing changes to function space, service requirements, staffing and access.
Ensuring changes or additions made on-site are authorized by appropriate signing authorities.
Coordinating communication and efforts with all employees & suppliers towards the goal of providing the highest level of service excellence through consistent, accurate and ongoing communication.
Ensuring event safety regulations are adhered to, liaising with clients & suppliers during any building emergencies ensuring communication of essential information, guest safety and minimal event impact.
Coordinating with security teams and local authorities for events with VIP requirements and managing crowd control efforts during large scale public events.
Conducting pre and post event inspections as move-ins and move-outs take place including ensuring spaces are clear and ready for the next event.
Assigning, collecting and adjusting client key cards.
Creating last-minute temporary signage.
Carrying and responding to client radios/calls.
Demonstrating emotional composure during fast paced and stressful situations.
Acting as venue representative in the absence of BMO Centre management including enforcing venue standards and regulations.
Providing leadership and oversight to fulfillment teams and suppliers on event related matters.
Ensuring heart of house areas are kept clear from event related items, coordinating with suppliers to have items removed from corridors as well as determining which items are to be disposed of.
Ensuring operational levels are set accordingly including access points, lighting, elevators and escalators.
Monitoring and communicating via internal radio on multiple channels using an earpiece.
Maintaining financial and operational accountability for last-minute event requirements and relaying these changes to affected fulfillment teams.
Keeping service excellence top of mind in execution of event requirements.
Utilizing Momentus to review and analyze information in daily reports.
Maintaining a detailed log of activities during each shift.
Communicating all relevant information during handover to ensure seamless shift transitions with team members including in-person handover briefings and handover notes.
Ensuring floor plans are properly shared and implemented.
Participating in department pre & post event planning meetings as required.