Senior Manager, Guest Experience
This position is posted to inform employees of the vacancy and support transparency in the recruitment process. While internal advancement is anticipated, all qualified applicants will be considered.
Great events are built on exceptional experiences. We're looking for a strategic, people-focused Senior Manager, Guest Experience to lead our guest experience function and shape how guests engage with our venue before, during, and after every event.
The Senior Manager, Guest Experience provides strategic and operational leadership for the guest experience function at BC Place, ensuring a consistent, welcoming and inclusive experience across all events and guest touchpoints.
The role is responsible for establishing guest experience standards, service strategies and operational practices across hosting, accessibility, ticketing and premium experiences. The Senior Manager leads the continuous improvement of the guest journey through data, guest feedback, service recovery and collaboration with clients and internal partners.
Reporting to the Director, Security & Guest Experience, the Senior Manager provides leadership to the Manager, Guest experience and Guest Experience & Accessibility Coordinator. The role also oversees key external relationships and service providers including the stadium’s ticketing provider (from an operational lens) and hosting contractor.
This position requires strong leadership, service expertise, operational judgment and the ability to translate guest expectations into practical event day operations in a complex, high-volume venue.
What You'll Do
Provide strategic leadership and direction for the Guest Experience function, establishing service standards, operating procedures and performance expectations
Lead the development and continuous improvement of the BC Place guest experience strategy, including service excellence, accessibility, premium experiences and service recovery
Provide leadership to the Manager, Guest Experience and Guest Experience & Accessibility Coordinator
Oversee the overall performance and service delivery of the event time Hosts through the Manager, Guest Experience
Establish guest experience standards and ensure consistent execution across events, tenants and event types
Oversee accessibility programs and services, including wheelchair assistance, ASL, sensory accommodations, exemptions and other guest accessibility requirements
Provide strategic oversight of ingress and egress from a guest experience perspective, working closely with Events, Security, Event Safety & First Aid and the stadium’s ticketing provider
Oversee event time Hosting deployments and ensure staffing models align with event profiles, attendance, guest needs and service expectations
Oversee service recovery strategies, guest feedback programs and processes for identifying and resolving recurring guest issues
Lead the development and delivery of guest experience training, including service standards, communication, accessibility and service recovery
Manage relationship with clients to ensure alignment on guest experience standards and ensure service standards are consistently delivered
Provide strategic oversight of ticket provider related event operations including scanners, turnstiles, manifests, ticket rules and event day technology
Oversee the relationship and performance of guest experience contractors
Establish and monitor performance measures for guest experience, including guest surveys, feedback, service levels and event time performance
Review guest experience trends and data and develop recommendations to improve service delivery and operational effectiveness
Serve as a senior leader on duty during major events and provide leadership during significant guest experience issues or operational incidents
Build strong working relationships with internal Event Security, Venue Security, Event Safety & First Aid, Events, Event Conversions & Logistics, Environmental Services and other internal teams
Maintain strong relationships with external venues and industry partners to share best practices and identify opportunities for innovation
Contribute to operating budgets, business cases, procurement and service provider agreements related to guest experience
Support CBA administration, performance management and team member relations for the Guest Experience / Hosting team
Foster a culture of service excellence, inclusion, accountability and continuous improvement
What You'll Bring
Bachelor’s degree in hospitality, Business Administration, Event Management or a related discipline preferred
Equivalent combination of education, training and experience may be considered
Additional training or certification in accessibility, customer experience or service management considered an asset
Minimum 5 to 7 years
Significant experience in guest experience, hospitality, event operations or a related service environment
Demonstrated experience leading large frontline teams in a high-volume public venue, sports, entertaining or hospitality environment
Experience developing service standards, training programs and service recovery strategies
Experience managing contractors, tenants and external service partners
Experience working in a unionized environment is considered an asset
Strong knowledge of accessibility and inclusive guest services practices
Demonstrated ability to use guest feedback and operational data to drive continuous improvement
Strong communication, relationship management and problem solving skills
Ability to work flexible hours, including evenings, weekends and holidays
Commitment to service excellence and BC Place values
Ability to work flexible hours, including evenings, weekends, holidays, and event days.
The salary range for this position is $98,852-123,565
HOW TO APPLY:
If you would like to be considered for this position, please submit your resume and cover letter by clicking on the ‘Apply Now’ button below before 5pm, October 23, 2026.
Please ensure you advise your direct manager regarding your application as they will be consulted during the recruitment process.