Event Lead, Hospitality Services

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose:

The Event Lead, Hospitality Services will be responsible for booking and planning events in the Scotiabank Centre and Scotiabank North Customer Centre, as well as other spaces managed by the team, requiring the ability to develop strong relationships with frequent clients. The incumbent will be responsible for ensuring other departments involved in the execution of events (food service – Aramark, facilities, and technology) deliver the expected result at the expected time to the satisfaction of the clients. The incumbent will also be responsible for managing outside vendors required for events.

Accountabilities:

1. Contribute to customer satisfaction by ensuring virtual and in-person executive events in the managed facilities are delivered on time, on budget, and to the highest level of service by:
   • Meeting established standards and time frames when responding to inquiries from clients and demonstrating a thorough knowledge of the managed physical premises, service, food & beverage & technical offerings.
   • Providing strategic guidance on event planning to ensure clients' objectives are met for each event.
   • Consulting with clients on audio-visual requirements, and providing recommendations to achieve event objectives with the least cost and best result using in-house capabilities whenever possible.
   • Recommending appropriate food & beverage offerings to suit the event needs and budget, including customized menus when appropriate.
   • Communicating event requirements to operating departments following the prescribed process.
   • Providing clients with cost quotations for bookings, using creative thinking to meet budget constraints wherever possible.
   • Demonstrating impeccable judgment in accommodating guest requests on site.
   • Reviewing meeting room, food & beverage & audio-visual set-up in advance of client arrival, and liaising with operations teams to remedy any deficiencies.
   • Monitoring service levels provided by the food & beverage provider and correcting immediately as required or escalating to the Director in the case of persistent issues.
   • Following the conclusion of the event, collecting all necessary costs and processing client billing as prescribed by processes.
   • Researching and contracting external vendors to fulfill client event requirements where necessary, and managing external vendors while on site.
2. Ensure highest and best use of the managed facilities by:
   • Developing thorough knowledge of bank executive structure to allow for prioritization of bookings.
   • Managing requests for space to maximize usage, and minimize labour required to change rooms.
3. Focus on the customer by:
   • Ensuring all guests to the managed facilities (event hosts, executives, outside guests, and Scotiabankers) are greeted appropriately and directed to the correct room.
   • Ensuring all feasible guest requests are accommodated in a polished, professional manner.
4. Identify improvements in services and processes by:
   • Contributing ideas to improve customer service offerings on an ongoing basis.
   • Developing and maintaining strong and open relationships with frequent clients in order to solicit feedback about needed improvements.
   • Acting as a customer advocate to ensure existing processes are challenged to meet unique event needs where applicable.

Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Actively pursue effective and efficient operations of respective areas, while ensuring the adequacy, adherence to, and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Education/Work Experience/Designations:

• A degree in Hospitality or Event Management from an accredited university or college with 1+ years of related experience, at an organization exhibiting first-class service. Preference will be given to candidates with venue experience as well as event management experience.

Excellent verbal and written communication skills, English fluency, French & Spanish verbal & written fluency an asset.

Excellent and proven customer service record.

Punctual, able to work with minimal supervision and manage a diverse network of vendors, co-workers from other Scotiabank teams and contractors (Aramark, BGIS).

Knowledge of MS Office (Word, Excel, Outlook, Access).

Dimensions:

With minimal supervision, the Event Lead is expected to manage their workload, provide superior customer service and meet all event deadlines at all times.

Provide expert advice to executive clients from across all areas of Scotiabank, up to and including the CEO, regarding the planning and execution of events from 2-700 guests.

Plan and execute a portfolio of approximately 300 events per year.

Working Conditions:

Combination of office and event environment with non-standard working hours - shifts can run between 6:00AM – 10:00PM. Must be flexible with scheduling which will be according to the demands of event times. Corporate attire at all times is required and casual dress policy does not apply. Fast-paced working environment with high level of discretion, adherence to security and compliance policies, guidelines and programs is required. The incumbent will be expected to complete all planning tasks within demanding time frames – volume and lead time of events are neither predictable nor controllable, requiring a continual reassessment of priorities to meet customer service levels.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.