Reporting to the VP, Hospitality, the Senior Manager, Premium Event Services & Standards is responsible for establishing, overseeing, and protecting premium service standards across all banquets and catered events at the park. This role exists to ensure a consistently high-quality guest and client experience through hands-on leadership, on-site presence, and strong cross functional coordination.

Working in close partnership with the General Manager, Events, the Sales & Catering team, Front of House Operations, and Culinary leadership, this position ensures that service expectations are clearly defined, operationally achievable, and consistently delivered.

The Senior Manager is a visible, client-facing leader who is present during key and high-profile events, actively supports event execution, builds trusted client relationships, and leads service recovery when expectations are at risk or not met.

Premium Event Service Standards& Execution

• Establish, document, and maintain premium event service standards across all banquets and catered events.
• Ensure consistency of service delivery across venues, event types, and operational teams.
• Observe live event service to assess quality, pacing, presentation, and guest experience.
• Provide real-time guidance, coaching, and course correction during events where required.
• Partner with Front of House and Culinary leadership to align service flow, timing, and presentation.

Client Experience & Relationship Management

• Act as a senior on-site presence for VIP, high-profile, and complex events.
• Build and maintain strong relationships with key clients through visibility, communication and follow-up.
• Support Sales & Catering with client-facing activities such as tastings, rehearsals, walk throughs, and key meetings as required.
• Lead or support service recovery conversations with clients when issues arise, ensuring timely, appropriate, and professional resolution.
• Participate in post-event review discussions to identify opportunities for improvement.

Event Oversight & On-site Leadership

• Be present and actively engaged during premium, high-risk, or high-visibility events, including evenings and weekends.

• Work closely with the General Manager, Events and on-site leadership teams during peak periods.

• Identify potential service or operational risks in advance and collaborate with teams to mitigate them.

• Ensure service execution aligns with confirmed event details, Banquet Event Orders (BEOs), and client expectations.

• Support operational leaders with decision-making during live events as needed.

Cross-Functional Collaboration

• Partner with Sales & Catering to ensure service commitments made during the sales process are clearly understood and executable.
• Work closely with Culinary leadership to support menu execution, dietary accommodations, and service coordination.
• Act as a service and experience resource for operational leaders across Banquets & Catering.
• Participate in internal meetings related to service standards, event execution, and client experience as required.
• Partner with the Assistant Manager, Banquets & Catering – Operations to ensure service standards are translated into effective on‑floor execution
• Work with the Assistant Manger, Banquets & Catering to ensure service standards are supported through appropriate systems, documentation, and training records
• Provide feedback and direction to operational leaders based on observed service outcomes and guest experience results

Service Recovery & Continuous Improvement

• Establish clear expectations and escalation pathways for guest and client service recovery.
• Review client feedback, trends, and service outcomes to identify gaps and improvement opportunities.
• Contribute to ongoing refinement of service standards and premium event practices.
• Support training reinforcement by identifying system-wide service opportunities and sharing insights with leadership teams.

General Duties

• Adhere and comply with all policies, safety regulations and safe work practices that will ensure a safe work environment.
• Maintain a professional image while working and provide extraordinary experiences to our park visitors while performing daily work activities.
• Demonstrate the ability to establish and maintain positive and inclusive relationships with co-workers, volunteers, and visitors.
• Demonstrate a commitment to the principles of equity and diversity, and proven ability to work effectively with a diverse population.
• Perform other related duties and responsibilities as required.

REQUIRED EDUCATION, TRAINING, LICENSES AND CERTIFICATIONS

• A high school diploma and/or GED equivalent.
• Post-secondary in Hotel/Restaurant or Hospitality Management.
• Must possess a valid Manitoba Class 5 Driver’s License.
• An equivalent combination of education and experience may be considered.

REQUIRED EXPERIENCE

• Minimum 8 years of progressive hospitality leadership experience.
• Minimum 5 years management experience managing catering & banquet sales.
• Minimum 5 years’ experience managing a variety of event types.
• Excellent proficiency with appropriate computer programs including Microsoft Office software and other software used by the organization.
• Previous experience or knowledge in using audio/visual equipment and computer programs/event booking software.

COMPETENCIES

• Must demonstrate strong communication skills with the ability to follow directions, demonstrate a high sense of urgency, and be a friendly, team player.
• Candidates must consistently demonstrate the following competencies: Customer Service, Team Work & Cooperation, Communication Skills, Technical & Organizational Skills, Problem Solving & Decision Making, Change & Innovation, Accountability, Business Understanding & Results Oriented and Diversity & Inclusion. (Manager Role: Strategic Thinking and Developing Others)