Event Services Coordinator

Job Category

Job Profile

Job Title

Department

Compensation Range

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

The working hours for this position are Monday to Friday, from 9:00 AM to 5:00 PM. These hours may be subject to change based on operational needs.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary
To plan coordinate and supervise the day-to-day activities of the Event Services team (Concierge) at UBC Robson Square during all operating hours. Duties include directing the Concierge staff and managing the workflows in coordination with multiple service providers and service groups while liaising with partners, event organizers and user groups. The role requires a high-level knowledge of complex audio-visual and IT service, resourceful and solution-oriented customer service, and demonstrated supervisory skills whose skills and attitude the staff feel comfortable mirroring. This position may require work outside regular hours and may include evenings and weekends.

Organizational Status

Reports to the Event Services Manager.

Maintains close working relationships and interacts regularly with a wide variety of departmental staff and managers, internal and external clients, guests, on-campus and off-campus resources/service departments, administrators of Faculties, Schools and Departments, and outside suppliers of goods and services.

Work Performed

Event Services

• Coordinates appropriate organization of the part-time Concierge team to maximize efficient use of staff on a daily and weekly basis based on event schedule; delegates specific duties and projects as required.

• Responsible for maintaining a high and consistent level of support quality across the team; oversees and completes event break-down and set-up duties, collaborates and communicates with other Event Services Coordinators over different shifts throughout the weekday and weekend, maintaining continuity of service among partners and clients. Reports anomalies to the Event Services Manager and/or Operations Manager depending on the issue.

• Work closely with UBC-RS event planners and partners' program coordinators (and to a lesser degree UBC audio-visual professionals and/or external A/V vendors) to ensure all technical requirements are met.

• Liaise directly with prospective clients on behalf of the UBC-RS planning team providing pre-conference consultation and advice as required.

• Maintain A/V knowledge base, remain cognizant of advances in the A/V industry and preemptively propose solutions for improvements as required.

• Leads a customer service-oriented team by example; greeting and directing clients and guests to their rooms in a friendly and welcoming manner.

• Addresses routine and complex complaints by consulting with clients; resolves client complaint escalations as required and/or forwards extraordinary issues to management.

• Liaises with service providers to ensure orders are accurate and are carried out as expected. Receives and verifies all incoming shipments. Maintains information database and distributes shipments.

• Arranges facility maintenance and repairs through the facility management call centre; track orders and provide updates as necessary.

• Provide/initiate preventative maintenance on in-house A/V equipment. Checking projectors, microphones, mixers, etc. to ensure they are in good working condition. Submit tickets for support requests, schedule maintenance, and repair equipment as needed.

• Analyzes and finalizes moderately complex event details requirements of building partners; enters into Event Pro

• Tracks inventory of supplies initiating purchase orders as necessary.

• Attends weekly production meetings and monthly staff meetings on behalf of the Event Services team, providing technical and facility expertise to Event Planners and Coordinators; communicating details to the Concierge team, following up as necessary.

• Performs other tasks as required.

Consequence of Error/Judgement

• Guides, coaches and motivates concierge staff. Leads the team with accountability and recognizes a job well done. Connects frequently with staff members to gauge engagement, and effectiveness of current support practices.

• Trains and onboards new part-time staff; ensures mandatory online training modules are completed promptly. Participates in staff hiring and assists with completion of staff evaluations.

• Assists the Event Services Manager with the implementation of new policies and procedures by working with staff to incorporate them into daily work routines.

• Verifies documentation of employee work hours for payroll purposes.

• Actively promotes safety and security practices across all shifts.

Supervision Received
As a team leader and supervisor, decision quality and leadership by example are of critical importance. This position works independently much of the time and is often faced with ambiguous situations that require creative problem-solving and sound judgment. A key focus of this position is client management, ensuring room set-up standards are met and executed to plan and that the supporting logistics of equipment inventories and personnel scheduling can support the ongoing transitions between classes, programs, and events. Failure to provide as promised can have a direct impact on revenues brought in and jeopardize essential financial partnerships with UBC and non-UBC clientele. Another key focus of this position is to lead the Concierge team in acting as the "face of UBC" and ensuring the visitors (students, clients and guests) have a positive event experience while at UBC Robson Square campus. If this does not occur, the impact will be soured relations with tenants and service providers, morale problems, and significant inefficiencies in the provision of support services to the unit and the facility. This position is responsible for ensuring the classes and events run smoothly by making instant adjustments and decisions without immediate management consultation.

Supervision Given

Supervises a minimum of seven part-time Concierge team members.

Ensures appropriate organization and supervision of the Concierge team; directs and supervises part-time Concierge operational performance; maintains appropriate and equitable scheduling (per the Collective Agreement between UBC and CUPE 2950), including weekend work; coordinates workflow to maximize efficient use of staff, delegates specific duties and projects as required.

Minimum Qualifications

• High School graduation and two years of post-secondary education.

• 4 years of relevant event or hotel/conference experience with supervisory experience or the equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one's own.

• Demonstrates a commitment to enhancing one's awareness knowledge, and skills related to equity, diversity, and inclusion.

• Strong audio-visual knowledge and experience base; ability to proactively assess client needs in order to problem-solve tech issues confidently and quickly under pressure.

Preferred Qualifications

• Demonstrated ability of excellent written and oral communication skills.

• Ability to promote a confident and respectful team environment. Ability to work independently with minimal supervision.

• Demonstrated initiative to analyze moderate to complex problems, identify key information and issues, and effectively resolve as complications arise. Ability to actively listen and probe for information to clarify requests.