Are you an exemplary communicator and collaborator with a customer and event service background? Are you persuing a career in the Event & Convention management field? Do you take the initiative to exceed client expectations by ensuring the highest quality standard? A Client Services Coordinator is a critical thinker who is proactive, solution-oriented, and analytical. If you have experience in event execution and understand event logistics, AV, and food and beverage, you might be the perfect fit for our team!

Position Summary

Reporting to the Manager, Client Services, the Client Services Coordinator (CSC) is the on-site point of contact for clients hosting events at the Calgary TELUS Convention Centre (CTCC). The CSC will work closely with all CTCC departments and partners throughout the planning, setup, event execution, and move-out phases of the event to ensure that all agreed-upon arrangements are delivered in alignment with the event plan and are compliant with CTCC quality and safety standards. This position is responsible for responding to any special arrangements or changes made on-site by the client. The CSC will follow up with Event Managers on billing, change requests, and client and guest feedback post-event. It is paramount for the CSCs to observe, listen, and proactively respond to all client requests to ensure the successful execution of events and deliver an exceptional client experience.

Duties and Responsibilities

• Collaborate with Event Management, Facility Operations, IT, OH&S, internal partners, and external service providers to plan and execute complex events.
• Liaise with clients and delegates, providing on-floor support for any issues or requests.
• Demonstrate diligence as the duty of care representative for the CTCC by observing, reporting, and mitigating risks that may impact the CTCC and/or stakeholder assets.
• Participate and/or facilitate pre and post-event meetings.
• Respond to client issues or requests while prioritizing, delegating, communicating, and following up on changes.
• Anticipate potential client needs before they arise and action solutions that are win-win for the client and CTCC without compromising safety, finances, or reputation.
• Maintain clear and concise communication through email, Microsoft Teams, radio, and in-person channels with internal and external stakeholders.
• Demonstrate professional conduct, conflict management, and de-escalation proficiencies with internal and external stakeholders.
• Complete ongoing quality assurance inspections on internal and external services provided to clients.
• Provide constructive feedback to the Manager, Client Services, on improving operational efficiencies or client deliverables.
• Execute events with considerations to event plan, operational and company standards, and change requests.
• Operate and troubleshoot meeting room lighting and audio equipment, with support from in-house suppliers.
• Maintain a log of daily activities and inspections.
• Create, update, and close work orders in a timely and accurate manner.
• In conjunction with the Manager, Client Services, recommend, plan, implement, and manage the yearly operational and capital expenditure budgets, including cost control monitoring of labour, supplies, and services.
• Motivate and provide guidance to fulfillment teams.
• Receive constructive feedback and actively listen to internal and external stakeholder input.
• Participate as a member of the Emergency Response Team, focusing on client safety. Following an emergency, lead and/or participate in the resumption of events in a safe and controlled manner.
• Support Health and Safety initiatives by observing, reporting, and limiting unsafe work practices.
• Provide support to the Guest Services team as required.
• Provide support to Sales, Event Management, IT, and other departments within Facility Operations as required.
• Required to work flexible and overtime hours as required.
• Other duties as assigned.

Job-Related Skills & Experience Requirements

• 1-2 years minimum experience assisting or supervising event execution or within the hospitality industry.
• Completion of a 2-year diploma or certificate in event management or hospitality is an asset.
• High attention to detail, prioritizing and delegating based on available resources.
• Excellent written, oral, and non-verbal communication skills.
• Ability to work in a fast-paced environment, managing tasks simultaneously and effectively.
• Strong customer service philosophy and focus on delivering excellent service.
• Ability to work independently and in a team-focused environment.
• Billing, invoicing, cash handling and POS machine experience, strong math aptitude.
• Tourism knowledge of Calgary and surrounding areas is an asset.
• Knowledge and/or experience in audiovisual, food and beverage, and tradeshow operations is an asset.

Core Competencies

Client Focused - Ability to initiate and respond to communications at an event level with clients and guests. Proficient in verbal, non-verbal and written communication. Ability to anticipate, understand and respond to client needs and activate appropriate actions, follows up with actions to ensure steps taken are sufficient to meet client needs. Maintains a positive, helpful, and outgoing demeanour in the face of a difficult client.

Leading Self - Demonstrates self-control and recognizes own pressure points. Acknowledges need for and seeks out the appropriate training and/or coaching. Volunteers to undertake tasks that stretch abilities. Possesses a strong work ethic and manages workload autonomously using creative methods to organize and prioritize ongoing workload.

Risk Management - Manages a limited range of situations with minimal guidance. Implements emergency contingency plans in low complexity situations where errors have a low level of consequence.

Thoroughness - Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.

Training Assets

• Microsoft Office
• Ungerboeck Operating system (Event management software)
• Vectorworks system (Ability to read, understand, and create event and floor plans)
• Moneris POS machine
• First aid, CPR, AED certification

• Fast-paced environment
• Labour-intensive work
• Frequent walking and standing for long periods of time required
• Shift work required – mornings, afternoons, evenings, weekends, and/or holidays

Physical Requirements

• Physically fit to have the ability to lift up to 40lbs (materials) and a push/pull a maximum of 40 lbs.
• Ability to work long hours on their feet.
• Ability to discern colours.

Core Company Success Traits

The Calgary TELUS Convention Centre:

• Is Calgary’s meeting place, bringing the community together in a central hub to connect, learn, innovate, celebrate, support, and grow.
• Connects Calgary with the global community, leveraging our assets to create opportunities that impact the lives of Calgarians and Canadians.
• Takes pride in our city and in delivering Calgary’s message of hospitality, prosperity, and enlightened growth to countless visitors.
• Is honoured to promote Calgary to the world and to host hundreds of events each year.
• Is responsible for promoting Calgary by working with partners to build Calgary’s reputation as the destination of choice.
• Is committed to providing a productive, comfortable, sustainable environment to our guests and employees.