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About the Role

This role is responsible for coordinating and providing back-of-house services for clients and stakeholders at The Arena. The position oversees hospitality for performing artists, manages event execution, and ensures exceptional client experiences while upholding service standards and company policies.

Responsibilities

Provides a warm, welcoming, and inviting atmosphere for all visitors and artists.
Responds to general telephone, e-mail and in-person inquiries.
Serves as point of contact to key third-party partners and service providers on show days.
Maintains positive, open lines of communication with clients and internal departments.
Coordinates the hospitality needs of the artist rider in conjunction with the tour manager.
Ensures all invoices/receipts for hospitality related expenditures are submitted for processing.
Keeps internal departments and talent informed of detailed event requirements.
Ensures show hospitality estimates and all entertainment production documents are up to date.
Assists in coordinating all show setups and floor maps.
Assists with event management aspects, including advancing and budgeting show needs, guest list distribution, and ticketing.
Works on assigned show days to ensure smooth execution of events, liaising with artists, clients, and event staff.
Ensures backstage and areas are set up, clean, and accessible.
Sets up the green/dressing room with rider requirements and delivers food and beverage to talent.
Organizes the pickup and delivery of items during show days or office hours.
Identifies potential problems and flags them with the Venue Management team.
Negotiates solutions that meet the needs of internal stakeholders, 3rd party clients, and tours.
Troubleshoots and resolves issues during events to ensure overall success.
Upholds venue service standards and building rules while maintaining client satisfaction.
Assists in overseeing merchandise sales and tracking splits.
Records incidents and additional charges by generating a show service report.
Submits show services reports to the Entertainment and Booking Manager post show.
Collects and submits reports from merchants, as well as funds, for audit.
Obtains client surveys and feedback for Customer Relations Management.
Ensures greenroom and dressing rooms are reset.
Organizes and maintains the hospitality collateral storage room.
Performs inventory review of food and beverage items in storage.

Requirements

College or University Diploma in a related field; equivalent work experience will be considered.
Valid full G driver’s license required.
Smart Serve Certification or the ability to achieve a Smart Serve Certification required.
CPR and First Aid Training an asset.
Previous administration experience required.
Previous experience in hospitality services preferred.
Previous experience in entertainment venue preferred.
Computer literacy including efficiency with Microsoft Word, Excel and PowerPoint and Email.
Experience working with event management software (ex. Tripleseat) an asset.
Excellent communication and interpersonal skills.
Exceptional organizational skills.
A consummate professional with experience.
Self-starter and ability to work independently.
Thrives on working under pressure – making decisions quickly while under pressure.
Ability to multi-task and work in a fast-paced environment.
Experience working with financial budgets.
Excellent negotiation skills, team-oriented.
Bilingual (English/French) is an asset, but not required.
Must be physically capable (i.e., work shifts, stand for long periods of time).
Ability to work flexible hours (days, evenings, nights, weekends, and holidays).
Must have employment eligibility in Canada.
Must be able to drive to run errands to meet last-minute requests.

Skills

Customer Service
Stakeholder Communication
Event Coordination
Hospitality Management
Artist Relations
Budget Management
Negotiation
Problem-Solving
Microsoft Office Suite
Event Management Software

Location

The Arena

Work Type

Full-time
Flexible Hours

Experience Level

Previous administration experience
Previous hospitality services experience preferred
Previous entertainment venue experience preferred

Education Level

College or University Diploma

Benefits

Inclusive and collaborative working environment
Tools and technology needed to delight clients
Opportunity to work with and learn from diverse industry leaders
Freedom to Innovate
Environment that values diversity

About the Company

Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada.
With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms.
Our team of ~8,000 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.
Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.
Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.

Equal Opportunity

Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported.
We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.