Responsible for the management of the Guest Experience Department at Scotiabank Centre and the Halifax Convention Centre. • Supports the development of a consistent Guest Experience Program aligned with the overall vision for both Scotiabank Centre and Halifax Convention Centre. This includes, but is not limited to developing staff training programs, revising and/or developing guest programs, recruiting new team members, and developing standards and policies for the Guest Experience Department. • Creates team schedules in collaboration with Event Management, Security, and Building Services to ensure optimal coverage for all event activity. • Provides coaching and performance management to employees that align with corporate visions, mission, values, and business goals.• Manages and coordinates responses to general facility inquiries (email and phone), and onsite guest inquiries. • Supervises team members to ensure quality customer service, including monitoring employees’ interaction with guests, flow of traffic management, and other guest services tasks. • Reviews guests’ feedback and analyzes guest survey data to improve customer service by making strategic implementations based on guest feedback. • Manages the Guests Experience Department inventory. • Communicates all relevant event & operational details, changes to standards and other corporate communications to all Guest Experience Team members. • Ensures the Guest Experience Team is compliant with all organizational OHS training requirements and procedures.• Liaises with various preferred suppliers (such as Security, First Aid Providers, and Food & Beverage Supplier) to ensure successful event delivery and proper incident reporting and procedures. • Attends event pre-con and post-con meetings. • Oversees preparations for site visits. • Reviews hourly staff worked hours and ensures accuracy before submitting to Payroll.

• Participating in proactive advance event planning • Coordinating internal and client-focused pre- and post-conference meeting • Coordinating efficient on-site event delivery • Processing event changes in a timely manner • Plan and execute mid-size meetings

• Consistently greeted passengers in a friendly and professional manner • Provided passengers with directions to airport services and facilities • Problem solved passenger concerns and clearly answer passenger questions • Assisted passenger with physical and mental disabilities to make travel more accessible and less stressful

• Generated a comprehensive excel listing of past sponsors, volunteers, and guests for each fundraising event• Updated Critical Paths for Hike for Hospice Niagara and Golf Tournament • Generated event schedule for pre-promotional activities • Filled vendor application forms and ensured insurance and cheque requests were made• Generated social media posts and advertisements for Community Listings • Updated event documents such as sponsorship packages, registration, letters, and other marketing materials• Assisted in preparation for volunteer training for 5 Car Draw• Generated event schedule for volunteers for 5 Car Draw • Clerical duties such as filing, photocopying, mailing, and faxing • Assisted in pre and day of event execution for Hike for Hospice

• Invoiced orders in high paced environment • Collaborated with clients to generate detailed quotes and orders based on clients needs• Communicated with customers by telephone, email, and in person to keep positive customer service relationships and ensure client retention • Clerical Duties including faxing, filing, photocopying, storing files • Collaborated closely with clients to resolve company complaints to improve quality of service• Assisted with year-end inventory counts• Ensured office files were well maintained and accessible to co-workers • Developed a training manual to instruct new employees on daily tasks and key companies profiles

• Registered guest in and sign out guests of the hotel • Made, changed and cancelled reservations • Booked and arranged payments group and individual reservations • Assisted guests with customer service needs including handling wake up calls, additional housekeeping requests and accessibility accommodations • Answered telephone and email inquiries about the hotel and services• Clerical duties including. faxing, filing, photocopying, • Carefully monitor vacancies, reservations, and group room assignments