Connections That Last

Description

The Calgary TELUS Convention Centre is looking to hire a Full-time Guest Services Assistant in the Guest Services Department.

Reporting to the Senior Manager, Event Services, this position provides a full range of guest and business-related services to staff, contractors, in-house suppliers, guests, clients, and members of the public hosting and/or attending functions at the Calgary TELUS Convention Centre (CTCC).

Duties and Responsibilities

• Provide a full range of guest and business-related services and ensure all service requests are recorded, evaluated, prioritized, authorized, dispatched, and communicated with the appropriate employee, department, or in-house service provider. Ensure each item or request for service is executed in an accurate and timely fashion that will meet and/or exceed client expectations whilst anticipating additional or future needs. Provide feedback to Event Manager and/or source of service call if required.
• Upon the request of the Event Manager, and prior to the commencement of each event, Guest Services will review work orders from Ungerboeck and understand the services required for each event.  They will check the specified areas to ensure delivery of agreed upon services and meet with the client to advise them of how to get in contact with Guest Services, should they require anything during their event.
• Provide cash and payment services whilst adhering to cash handling policies and procedures, ensuring precise records are maintained.
• Respond to or direct complaints and requests for information regarding CTCC business.
• Responds to general public inquiries for general information about CTCC events and downtown Calgary information and directions.
• Perform switchboard duties for the organization.
• Update, create, and close work orders in a timely manner for billing purposes.
• Process exhibitor utility payments and co-ordinate on-site utility requests with internal departments (e.g. electricity, internet, and internet).
• Provide recommendations to the Manager, Client Services on the yearly operational and capital expenditure budgets.
• Sell business related items and services to clients and the public (e.g. word processing, faxing, photocopying, laminating, binding, scanning, office supplies, cell phone charging, etc.) and prepare all documentation related to the sale.
• Provides general office assistance as requested (including but not limited to those listed above) to internal CTCC departments.
• Greet and provide directional assistance to clients and guests attending events in the facility.
• Screen and distribute materials located in the brochure and information racks.
• Create, distribute, and maintain appropriate signage (client requests and internal usage).
• Maintains general office supplies inventory and stock levels, and orders supplies as required.
• Maintain Guest Services equipment and schedule repair services as required.
• Update information on the computer system daily (e.g. communications, correspondence, data entry, service calls, etc.).
• Respond to client requests for information on utility services (e.g. power, water, electrical, Wi-Fi, and telecom).
• Send out tradeshow forms packages to each exhibitor for completion, upon request.
• Supervise and assist with any duties relating to Coat Check services.
• Work shift work.
• Other duties as assigned.

• Highly motivated self-starter.
• Diverse knowledge and strong technical troubleshooting skills related to relevant programs and other office equipment, such as Microsoft Office (Word, Excel, and Teams), Adobe Acrobat, and commercial grade photocopiers.
• Strong customer service philosophy.
• Ability to work independently and in a team-focused environment.
• Strong organizational, interpersonal, and problem-solving skills.
• Effective listening and communications skills.
• Ability to juggle multiple tasks quickly and efficiently.
• Cash handling and POS machine experience, strong math aptitude.

Accountability – Checks assumptions about mutual expectations and clarifies standards of overall performance. Checks the scope of responsibilities of self and others. Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved.

Client Focused – Ability to initiate and respond to communications at a service level with clients and guests. Asks probing questions to clarify customer expectations and needs to understand, respond, and activate appropriate actions. Explores options to meet customer needs and seeks assistance from supervisor when needed. Works towards resolving customer issues quickly and effectively.

Problem Solving – Investigates defined issues with uncertain cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggest alternative approaches that meet the needs of the organization, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required.

Thoroughness – Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.

• 3-5 years of related work experience in a fast-paced customer service-oriented environment.
• Frontline public and client interaction focused on delivering excellent service.
• Microsoft Office (Word, Excel, Teams).
• Adobe Acrobat.
• Commercial-grade photocopiers.
• Billing and invoicing.

Work Hours

• Open availability to work shift work, which includes mornings, days, evenings, weekends, and holidays.

• Microsoft Office
• Ungerboeck Operating system
• First aid, CPR, AED Certification
• Moneris POS machine

• Physically fit to have the ability to lift heavyweight (up to 40lbs).
• Ability to discern colours.
• Ability to work long hours on their feet.

The Calgary TELUS Convention Centre:

• Is Calgary’s meeting place, bringing the community together in a central hub to connect, learn, innovate, celebrate, support and grow.
• Connects Calgary with the global community; leveraging our assets to create opportunities that impact the lives of Calgarians and Canadians.
• Takes pride in our city and in delivering Calgary’s message of hospitality, prosperity, and enlightened growth to countless visitors.
• Is honoured to promote Calgary to the world and to host hundreds of events each year.
• Is responsible for promoting Calgary by working with partners to build Calgary’s reputation as the destination of choice.
• Is committed to providing a productive, comfortable, sustainable environment to our guests and employees.

Description

The Calgary TELUS Convention Centre is looking to hire a full-time Client Services Coordinator (CSC).

Reporting to the Senior Manager, Event Services, the CSC is the onsite point of contact for clients hosting events at the Calgary TELUS Convention Centre (CTCC). Working closely with Event Managers and other departments, it is the CSC’s duty to ensure the set-up, event execution, and move-out phases run according to the event plan and the client’s vision of the event. Focusing on high-quality service, the CSC responds to Client needs during event execution, overseeing any special arrangements or changes needed for the event’s success. Observation, active listening, and proactive response are critical skills required to ensure client requests and needs are met and to deliver an exceptional experience for Clients and guests alike. Post-event, the CSC will follow up with the Event Managers on billing, change requests, and client and guest feedback.

• Collaborate with Event Management, Facility Operations, IT, OH&S, internal partners, and external service providers to plan and execute complex events.
• Execute events with considerations to event plan, operational and company standards, and change requests.
• Respond to client issues or requests while prioritizing, delegating, communicating, and following up on changes.
• Liaise with clients and delegates, providing on-floor support for any issues or requests.
• Demonstrate diligence as the duty of care representative for the CTCC by observing, reporting, and mitigating risks that may impact the CTCC and/or partner assets.
• Anticipate potential client needs before they arise and action solutions that are win-win for the client and CTCC without compromising safety, finances, or reputation.
• Participate and/or facilitate pre- and post-event meetings.
• Maintain clear and concise communication through email, Microsoft Teams, radio, and in-person channels with internal and external stakeholders.
• Demonstrate professional conduct, conflict management, and de-escalation proficiencies with internal and external stakeholders.
• Provide constructive feedback to the Manager, Client Services, on improving operational efficiencies or client deliverables.
• Operate and troubleshoot meeting room lighting and audio equipment, with support from in-house suppliers.
• Maintain a log of daily activities and inspections.
• Create, update, and close work orders in a timely and accurate manner.
• In conjunction with the Senior Manager, Event Services, recommend, plan, implement, and manage the yearly operational and capital expenditure budgets, including cost control monitoring of labour, supplies, and services.
• Motivate and provide guidance to fulfillment teams.
• Receive constructive feedback and actively listen to internal and external stakeholder input.
• Participate as a member of the Emergency Response Team, focusing on client and guest safety.  Following an emergency, lead and/or participate in the resumption of events in a safe and controlled manner.
• Support Health and Safety initiatives by observing, reporting, and limiting unsafe work practices.
• Provide support to the Guest Services team, Sales, Event Management, IT, and other departments within Facility Management as required.
• Required to work flexible and overtime hours as required.
• Other duties as assigned.

Job-Related Skills

• High attention to detail, prioritizing and delegating based on available resources.
• Excellent written, oral, and non-verbal communication skills.
• Ability to work in a fast-paced environment, managing tasks simultaneously and effectively.
• Strong customer service philosophy and focus on delivering excellent service.
• Ability to work independently and in a team-focused environment.
• Strong math aptitude.

Core Competencies

Client Focused – Ability to initiate and respond to communications at an event level with clients and guests.  Proficient in verbal, non-verbal and written communication. Ability to anticipate, understand and respond to client needs and activate appropriate actions, follows up with actions to ensure steps taken are sufficient to meet client needs. Maintains a positive, helpful, and outgoing demeanour in the face of a difficult client.

Leading Self – Demonstrates self-control and recognizes own pressure points. Acknowledges need for and seeks out the appropriate training and/or coaching. Volunteers to undertake tasks that stretch abilities. Possesses a strong work ethic and manages workload autonomously using creative methods to organize and prioritize ongoing workload.

Risk Management – Manages a limited range of situations with minimal guidance. Implements emergency contingency plans in low complexity situations where errors have a low level of consequence.

Thoroughness – Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.

• Physically fit to have the ability to lift up to 40lbs (materials) and push/pull a maximum of 40 lbs.
• Fast-paced environment.
• Labour-intensive work.
• Ability to work long hours on their feet.
• Frequent walking and standing for long periods of time required.
• Shift work required – mornings, afternoons, evenings, weekends, and/or holidays.

Experience and Requirements

• 1-2 years minimum experience assisting or supervising event execution or within the hospitality industry.
• Knowledge and/or experience in audiovisual, food and beverage, and tradeshow operations is an asset.
• Billing, invoicing, and POS machine experience.
• Tourism knowledge of Calgary and surrounding areas is an asset.

Training Assets

• Microsoft Office
• Momentus Operating system (Event management software)
• Vectorworks system (Ability to read and understand event and floor plans)
• Moneris POS machine
• First aid, CPR, AED certification
• ProServe

Education

• 2-year diploma or certificate in event management or hospitality is an asset.

Core Company Success Traits

The Calgary TELUS Convention Centre:

• Is Calgary’s meeting place, bringing the community together in a central hub to connect, learn, innovate, celebrate, support, and grow.
• Connects Calgary with the global community, leveraging our assets to create opportunities that impact the lives of Calgarians and Canadians.
• Takes pride in our city and in delivering Calgary’s message of hospitality, prosperity, and enlightened growth to countless visitors.
• Is honoured to promote Calgary to the world and host hundreds of events each year.
• Is responsible for promoting Calgary by working with partners to build Calgary’s reputation as the destination of choice.
• Is committed to providing a productive, comfortable, sustainable environment for our guests and employees.

The Convention Centre offers a comprehensive salary and benefits program that includes life and dependent life insurance, short and long-term disability, health, and dental benefits, travel medical emergency insurance, flexible spending account, employee assistance program, pension plan, flex and bonus hours, wellness programs, educational opportunities, and access to a fitness center.

Description

The Calgary TELUS Convention Centre is looking to hire for the position of Accounting Manager in the Finance Department. Reporting to the Director, Finance, the Accounting Manager is responsible for the management and operation of the Finance team (with the exception of the Payroll Specialist and Momentus Specialist), providing accurate, timely financial information to the Director, Finance to ensure the continued financial effectiveness of the Convention Centre. This role involves close collaboration with various departments to support event-related financial activities and overall fiscal responsibility.

• Provides timely, accurate and concise financial and management reports.
• Ensure efficiency and effectiveness by implementing policies and procedures that streamline accounting, administration, and operation processes.
• Supervises and responsible for professional development of the Accounting Clerk, Intermediate Accountant, and Senior Accountant within the finance department.
• Responsible and accountable for the Finance Department during the absence of the Director, Finance.
• In conjunction with the Director, Finance and CFO & Vice President, assists in the preparation of the annual budget for the Convention Centre and manages and is responsible for the budgeting software (Questica) currently used by the Convention Centre.
• Prepares the annual budget for Corporate Properties and Glenbow Museum.
• Prepares financial analysis and forecasting to assist in cash management.
• Ensures compliance with the organization’s finance and accounting principles, policies, and procedures.
• Acts as support and advisor to management teams regarding organizational financial matters.
• Liaises with Department Directors and Managers regarding budgeting, forecasting, variance analysis and reporting.
• Directly supports the Director, Finance in the preparation of financial information packages as well as financial analysis and reporting as required.
• Prepares for and liaises with external auditors for the interim and annual audit process.
• Attends internal department, management and leadership team meetings as required.
• Responsible for month-end, quarter-end, and year-end closure
• Other duties as required.

Job Related Skills

• Strategic thinker who is proactive with strong leadership, organizational, analytical, problem-solving, communication, financial management, time management, team building, and people management skills.
• Strong knowledge of day-to-day accounting functions including leading a team, and full-cycle reporting.
• Ability to lead a team through change.
• Knowledge of PSAS accounting standards would be an asset.
• Proven ability to supervise and motivate staff.
• Possesses the following personal qualities: integrity, creativity, high standards, commitment, ethical values, self-motivated and results-oriented.

Core Competencies

Accountability – Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking – Able to break down raw information and undefined problems into specific, workable components that clearly identify the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches to the decision-making process.

Initiative – Describes future scenarios and related opportunities. Plans potential responses involving resource holders, peers, processes, and technology. Leads a timely response, seeks internal/external advice and consultation, and sustains progress through uncharted territories.

Problem-Solving – Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems.

Thoroughness – Demonstrates attention to detail and accuracy. Defines and organizes tasks, responsibilities, and priorities. Takes responsibility for timely completion.

• University Degree in a related discipline
• Chartered Professional Accounting Designation (CPA)

Experience & Requirements

• A minimum of 5 years in a leadership financial position.
• Experience in high-performance environments with demonstrated success levels of responsibility and accountability.
• Superior computer knowledge including database management reporting systems, MS Office, and accounting systems.

Core Company Success Traits

The Calgary TELUS Convention Centre:

• Is Calgary’s meeting place, bringing the community together in a central hub to connect, learn, innovate, celebrate, support, and grow.
• Connects Calgary with the global community, leveraging our assets to create opportunities that impact the lives of Calgarians and Canadians.
• Takes pride in our city and in delivering Calgary’s message of hospitality, prosperity, and enlightened growth to countless visitors.
• Is honoured to promote Calgary to the world and host hundreds of events each year.
• Is responsible for promoting Calgary by working with partners to build Calgary’s reputation as the destination of choice.
• Is committed to providing a productive, comfortable, sustainable environment for our guests and employees.

The Convention Centre offers a comprehensive salary and benefits program that includes life and dependent life insurance, short and long-term disability, health, and dental benefits, travel medical emergency insurance, a flexible spending account, an employee assistance program, a pension plan, flex and bonus hours, wellness programs, educational opportunities, and access to a fitness center.