Job Description

Position Summary

Legends Global is seeking an Event and Guest Services Manager at the Meridian Centre in St. Catharines Ontario and supports major events at Canada Games Park. The Event and Guest Services Manager is responsible for planning, coordinating, and executing events while leading all front-of-house guest service operations. This role ensures seamless event delivery, safe and efficient operations, and outstanding guest experiences. The position requires strong leadership, organizational skills, and the ability to manage multiple stakeholders in a fast-paced environment.

This role involves developing event plans, overseeing event execution and production, handling budgets and finances, managing staff, ensuring health and safety compliance, and resolving client and guest issues. The Event and Guest Services Manager will ensure professional client services and support in the planning, booking, organization and management of all events and guest service providers within the Meridian Centre. This position includes the responsibilities of overseeing the event coordination and logistics for the Events of Significance at Canada Games Park. By performing personally or through subordinates the following duties:

Departmental Responsibilities

Event Services

Act as the primary contact for promoters, clients, and organizers throughout the event lifecycle (setups, production, tear down etc.) Develop, distribute and oversee event plans, including timelines, staffing, equipment, floor plans, production schedules, and run-of-show documents. Supervise and coordinate operational, technical, and production requirements with internal teams (box office, security, F&B, facilities, marketing) to include load-in, event, load-out logistics. Oversee all technical aspects of events including audio, visual, staging, lighting, rigging, and ensure all equipment and systems are set up, tested, and operated properly and/or troubleshooting during events. Schedule, and supervise production staff, stagehands, and third-party contractors and act as the primary liaison between venue staff, touring crews, and external vendors. Manage, troubleshoot and resolve, event budgets, contracts, invoices, and post-event reconciliations. Schedule and organize daily ice rentals using scheduling program (Rectimes) to process booking, contracts and payment. Execute, plan and provide manager and staff coverage for all events, to accommodate all stakeholder, tenant, and high-profile special event bookings at the Meridian Centre and/or Canada Games Park.
Guest Services

Oversee and champion guest services and all front-of-house operations for events, including box office staff. Recruit, train, and manage guest services staff (box office agents, ushers, ticket takers, supervisors, volunteers). Ensure best practices are followed to create a welcoming experience for all patrons. Maintain a strong presence during events, addressing guest concerns and monitoring service standards while resolving issues efficiently. Collaborate with all departments to ensure the highest levels of service and event expectations are executed. Respond promptly and effectively to guest issues, working with the Event & Guest Services Coordinator to resolve concerns and ensure customer satisfaction.

Supervisory Responsibilities

Directly supervises the Events, Guest Services and Box Office staff. Carries out supervisory responsibilities in accordance with Legends Global policies. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems.

Directly supervise, support, train and lead the Events and Guest Services Coordinator(s), fostering a collaborative high performance work environment while providing guidance, mentorship, and accountability. Create and enforce operational policies and procedures to enhance event execution, efficiency and service delivery. Oversee schedules for Coordinators, Supervisors and part time employees and to conduct new-hire and annual training, execute recruitment, developing and onboarding all Events and Guest Services employees. Monitor and adjust staffing schedules for Events and Guest Services in the Humanity Time & Attendance program to ensure appropriate coverage for each event. Respond immediately and effectively to emergency situations, in collaboration with the management team, complete Incident Forms for all emergency, security, or medical issues as needed. Implement House Policies & Procedures in a professional, proactive, and diplomatic manner.

Essential Duties and Responsibilities

Meets with client groups to plan and organize assigned meetings and/or events. Coordinates activities with the various service contractors for assigned meetings and/or events. Guides clients in preparation of events by interpreting and explaining contract provisions, policies and procedures. Keeps clients informed as to status of deadline schedules, including but not limited to floor plan submissions, meeting room set-up specifications, insurance requirements and other relevant details. Prepares cost estimates and monitors final billing. Provides clear, concise, and timely communication of detailed requirements to operational departments. Assists in scheduling operational set-ups to provide equipment or service needs. Monitors and supervises facility set-up when necessary. Serves as primary liaison between clients and facility departments. Monitors in-house events, maintaining close contact with clients and facility staff to ensure successful events. Follows-up on all client requests, concerns, and problems. Attends appropriate planning, organization and other event and facility meetings in support of facility operations. Serves as manager on duty as required. Other duties as assigned.

Education and/or Experience

Bachelor's degree (B. A.) from four-year college or university preferred education in Event Management or demonstrated working knowledge of the principles of facility management, services and equipment for a similar facility 3-5 years related experience and/or training in similar venues, equivalent combination of education and experience may be considered.

Skills/Aptitudes

Leadership and staff development Guest-first mindset with strong service orientation Knowledge of event production solutions Operational excellence and attention to detail Strong problem-solving and decision-making Ability to anticipate and resolve issues quickly in live environments Excellent organizational, planning and interpersonal skills, ability to prioritize multiple projects Demonstrate problem-solving and communication skills Supervisory experience preferred Professional presentation, appearance, work ethic, written and verbal communication skills

Computer Skills

To perform this job successfully, an individual should have knowledge of computers and be comfortable with Microsoft 365 programs. Knowledge of Daktronics Show Control or similar is an asset. Knowledge of AutoCAD or similar is an asset

Certificates, Licenses, Registrations

No certifications are required.

Other Skills and Abilities

Ability to work under limited supervision and to interact with all levels of staff including management. Ability to work long and irregular hours that may vary due to functions and may include day, evening, weekends and holidays.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to work both indoors and outdoors as required by the function. Must have the physical ability to maneuver around facility(ies), at times, walking and/or standing up to 8-10 hours daily.

Confidential Information

Due to the sensitive and competitive nature of the entertainment industry it is necessary to ensure that correct information is released to the public and that sensitive information is not discussed. Please refer to the Confidential Information Policy in the Welcome to the Team Handbook.

Additional Information

Legends Global/Meridian Centre is an Equal Opportunity employer, and encourages women, minorities, individuals with disabilities, and other protected groups to apply. Legends Global/Meridian Centre acknowledges any accommodations required by qualified applicants until the point of undue hardship.

For further information on Legends Global or the Meridian Centre please go to our websites:

https://legendsglobal.com/

http://www.meridiancentre.com/

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

Dental care Extended health care Life insurance Paid time off
Work Location: In person