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Vice President, Experience

closing
Jul 18, 2017
posted
Jun 20, 2017
company
Calgary TELUS Convention Centre

The Calgary TELUS Convention Centre (CTCC) is currently recruiting for a VICE PRESIDENT, EXPERIENCE (“VP”). 

The Organization
The Calgary TELUS Convention Centre is managed, marketed and operated by the Calgary Convention Centre Authority on behalf of The City of Calgary. The Authority is charged with maximizing overall economic benefits to Calgarians and maintaining acceptable financial performance.

The CTCC opened in 1974 as Canada’s first purpose-built, full-service Convention Centre. In May 2000, the north building expansion of the Convention Centre was opened and the CTCC now encompasses 122,000 square feet of functional and flexible meeting space for conventions, tradeshows, meetings, banquets, luncheons or any event that brings people together.

A hub for local, national and international conventions, congresses, meetings and events, the CTCC is an integral part of the city centre. Each year, thousands of people visit the CTCC, contributing to the economic impact of the city through visits to nearby shops, restaurants, businesses, services and attractions.

Mandate

The VP will seek to answer the question “how do we become the best in the world at being a Convention Centre?” From contract to event delivery to client follow-up, the VP will re-imagine excellence in client service delivery, and continually lay the groundwork for every event to be a flawless experience.


Reporting to the President & CEO, the VP is responsible for the overall operation of the Facility (Engineering and Maintenance), Client Services and IT Departments, ensuring business strategies, plans and programs are aligned with the Centre’s overall business strategy and direction. This position will contribute to corporate short and long term business planning, budget (operating and capital) and policy and procedures development and management and support of the employees needs to ensure exceptional service levels to the client. The VP ensures consistent and streamlined execution of all standards pertaining to service, quality, facility maintenance, safety and presentation resulting in a superior overall client experience.

Position
The position will include the following responsibilities:

Strategic Leadership
  • Participate as a member of the executive management team to develop and execute short and long term strategic plans, with immediate focus on the execution of the 2017 – 2020 Strategic Initiatives; 
  • Build and maintain key relationships with a wide range of partners, stakeholders and the business community, and;
  • Keep abreast of industry trends and conduct on-going environmental scans to adjust goals and objectives.
Organizational Leadership
  • Promote excellence in customer service, client satisfaction and excellence in execution, and a positive overall image of the Centre, through establishing and monitoring standards of service, policy and procedure;
  • Drive the improvement of client experience by improving the contracting process, as well as negotiating contracts and agreements on behalf of the Centre;
  • Strategically review services and operations for process improvement, best practices and continuous organizational improvement, laying the groundwork for every event to be a flawless experience;
  • Collaborate with other senior leaders to ensure all teams that have direct or indirect contact with clients and guests are aligned and support the delivery of the event experience; and
  • Promote and oversee safe work practices in compliance with the Centre’s health and safety programs and applicable legislation.
People Leadership
  • Provide leadership, direction and support to client, facility and IT services staff through a collaborative and open approach to achieve business objectives and enhance employee career goals; 
  • Attract, retain and develop staff, investing time and energy into their growth; and
  • Foster a positive, progressive work environment that engages and aligns employees to the CTCC’s values/vision along with building and maintaining a successful team culture;
Facility & Supply Chain Management
  • Ensure the facility is structurally, technically and operationally optimized, well-maintained and capable of meeting all client needs, including risk management and insurance;
  • Oversee the planning, implementation and management of facility capital projects and building maintenance projects;
  • Oversee inventory management and the tendering and RFP processes for materials and services, including oversight of contractors; and
  • Drive the development and implementation of the preventative maintenance program for the Centre;
  • Develop and maintain an effective energy management strategy for the Centre.
Budget Management & Fiscal Accountability
  • Work with the executive management team to develop the overall organizational budget; and
  • Work with the divisional management team to prepare annual business plans and budgets (capital and operating) including cost control monitoring of labour, energy, supplies and services.
Opportunities and Challenges
  • Ensure client and facility services and in-house suppliers operate effectively and efficiently, while supporting the event experience;
  • Streamline the contracting of services to enhance the client experience.
First year deliverables/measures of success
Success in the first year will be determined by the candidate’s ability to:
  • Build and maintain strong and effective relationships with CTCC staff and stakeholders;
  • Improve the client satisfaction index;
  • Complete scheduled capital projects; and
  • Participate in the development and implementation of the 2017-2020 Strategic Initiatives.

Candidate Profile
The successful candidate will present the following:

Education:
  • A post-secondary degree in a related discipline;
Experience:
  • At least 15 years of previous experience in a management role with significant scope and level of responsibility in the hospitality industry or other related industry; 
  • At least 5 years of experience in a senior leadership role; 
  • High level of familiarity with City and Provincial/Federal regulations, including knowledge of health, safety and risk management compliance;
  • Knowledge of facility maintenance, engineering standards and building codes and regulations; and
  • Previous facility management experience would be a definite asset.
Competencies & Attributes:
  • Collaborative and seasoned guest experience leader with a bent towards innovation;
  • The ability to lead by example and “roll-up your sleeves”, particularly in regards to urgent issues affecting client services and facilities;
  • Customer service focused with the ability to see the “big picture”;
  • Utilize influence versus authority, and inspire confidence in others using a persuasive approach;
  • Persistence in pursuing goals with a readiness to act on improvement opportunities;
  • Ability to build strong partnerships, and collaborative and respectful relationships with suppliers, partners and stakeholders;
  • A progressive mindset with the desire to stay current and at the leading edge of the hospitality sector; 
  • Self-motivated and encourages others to achieve personal excellence;
  • Highly detail oriented;
  • An active listener and team player with excellent communication, organizational, problem solving, project management and presentation skills; 
  • Consultative, with a willingness to learn and seek advice from others; 
  • Demonstrates self-confidence, initiative, perseverance and integrity;
  • Demonstrated ability to establish and monitor achievement of performance measures;
  • Strong financial acumen with an excellent understanding of financial benchmarks, analysis and budgeting; and
  • Ability to travel and work overtime as required. This position will be required to have no impediments to travel and will have and maintain a valid Canadian passport and any other travel-related documents necessary for the purposes of business-related travel.

The CTCC offers a competitive compensation and benefits package. Individuals interested in applying for this position can submit a resume and cover letter to careers@calgary-convention.com. We thank all applicants for their interest. Only those individuals selected for an interview will be contacted.