The role of the Event Operations department is to manage activities across the event delivery of Expo 2020. Event Operations includes the following service areas : (1) Accreditation, (2) Cleaning & Waste Management, (3) Guest Services, (4) Logistics, (5) Site Management, (6) Transport Traffic & Parking and (7) Venue Operations.
The purpose of Manager - Visitor Information Centre is to lead on the planning, development, training and operation of the Visitor Information Centre across the Expo Site.
The focus is on all the services that will be delivered ranging from general guest information, complaints, lost & found items / person, accessibility and mobility services management.
The main responsibilities of this role will include :
Support the ongoing planning and development of Visitor Information Centre Concept of Operation and Accessibility and Operational Plan for Mobility Services;
Support on development of specific service training for contractors and volunteers;
Participate on the procurement process for the Visitor Information Centre and Mobility services providers;
Efficient management of the Visitor Information Centre Operations providing high quality services;
Develop operational content including guides, flowcharts, reports and forms related to each specific service for the operating Visitor Information Centre teams;
Develop reporting structure to keep stakeholders informed of general operations and issues that need to be scaled and documented;
Work closely with Transportation, Ticketing, Logistics and Security to ensure the plans are aligned and well-coordinated.
6+years experience in a management role working on a previous major event, with specific experience related to customer service as well as :
A Bachelor's Degree;
Project manager experience leading complex projects;
Sound experience in managing large and diverse teams;
Sound decision-making based on proven event experience;
Knowledge across all key event operational functions, understanding the Guest Services dependencies with the other operational functions and non-
Communicates well and consistently at Director / executive level down to large teams of workforce e.g. volunteers;
Skilled people manager, cultural sensitivity and people developer;
Knowledge of a previous major event planning, coordination and delivery.