Client Services Coordinator

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

Reporting to the Manager, Client Services, the Client Services Coordinator (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.

Duties and Responsibilities

• 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 stakeholder 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 Manager, Client 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 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 Operations 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.

Working Conditions/Physical Requirements

• 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, cash handling and POS machine experience.
• Tourism knowledge of Calgary and surrounding areas is an asset.
  
  
  

Training Assets

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

Education

• Completion of a 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.

As a registered Living Wage Employer in the Province of Alberta, we are committed to paying our employees a living wage, allowing them to meet basic living needs and participate in their communities.

Individuals interested in applying for this position can apply online or submit a resume and cover letter to [email protected] by October 30, 2024. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Visit our website at https://calgary-convention.com/