THE OPPORTUNITY AWAITS YOU
REAL finds itself in the enviable position of managing one of the most interesting and versatile connected spaces in North America with an opportunity to impact the lives of millions by creating life-long memories and delivering exceptional experiences.
Reporting to the Supervisor, Guest Experience & Ticket Operations, the Guest Experience Ticket Operations Representative Lead oversees event ticket service delivery at venues managed by Regina Exhibition Association Limited (REAL). This role ensures a friendly environment and guest safety by greeting patrons, addressing ticketing needs, scanning tickets, resolving issues, and upholding venue policies with professionalism.
The Lead must be attentive and empathetic, handling multiple guest concerns with expertise and the ability to escalate issues when necessary. A thorough understanding of all facets of operations across REAL venues is essential, including the ticketing system, event schedules, ticket packages, Box Office operations and locations, suite holder and VIP services, special ticket packages, gate scanning procedures, parking services, security protocols, first aid services, and available food and beverage offerings and locations.
WHAT YOU WILL DO
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Provide Ticketing Computer System & Ticket Purchasing Experience by:
- Accurately operating ticketing systems, scanners, printers and other ticketing systems technologies to sell tickets for events held at REAL venues.
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Assisting customers with purchasing decisions describing venue layouts and seating locations clearly and concisely.
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Navigating multiple apps, including but not limited to Ticketmaster and client apps on smartphones and other mobile devices.
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Maximizing all sales opportunities during the transaction process through additional product offerings.
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Demonstrating knowledge of ticket troubleshooting regarding Ticketmaster TM1 system, emailing, printing, transferring, etc.
2. Support Event Ticket Scanning Processes as well as venue restrictions by:
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Being able to read tickets and have a firm grasp of the layout of each of REAL's ticketed venues.
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Limiting access to the venue or specific areas to those with proper, valid tickets.
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Providing accurate, detailed directions to guests to find seats.
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Adhering to payment processing, voucher redemption and ticket scanning procedures.
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Issuing ticket comps and ticket refunds as required and as authorized by Supervisor/Management.
3. Conduct outstanding customer service by:
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Collaborating with Security, First Aid, Guest Experience Ticket Operations Representatives, and event supervisors to resolve guest concerns efficiently.
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Maintaining clean, organized, and welcoming Box Office, lobby, and ticket scanning areas.
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Remaining visible and accessible throughout REAL venues to support guests during events.
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Monitoring assigned areas before, during, and after events to identify safety concerns, irregularities, or service issues.
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Reporting incidents, hazards, or pertinent information to Guest Experience Supervisors, Security, or OH&S as required., or concerns to Guest Experience Supervisors, Security, or OH&S as required
Other duties as required.
Requirements
Education and Experience
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High school diploma or GED equivalent required.
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Minimum of 2 years of increasing responsibility within ticket ops/customer service experience, preferable with sports facility, convention center, performing arts facility or multi-purpose public assembly facility.
- Previous experience in guests/customer service in forward-facing industries is considered an asset.
- Previous cash and credit card handling experience.
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Strong knowledge of ticketing software and systems required.
- Bilingual is considered an asset.
Knowledge, Skills and Abilities
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Must possess excellent verbal and interpersonal skills and diplomacy with the public.
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Strong observational skills to proactively identify guest needs, have full knowledge of all policies, services and facility locations (staff will be trained in these areas).
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Contribute to a high energy, fast paced environment that provides guests with an entertaining, fun and dynamic experience.
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Consistently arrive to work on time, follow instructions, respond to management direction and solicit feedback to improve performance.
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Ability to proactively handle emergency and high stress situations while remaining calm and collected under pressure.
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Ability to anticipate, identify and solve problems.
Salary Range: $19.01 to $23.89
Benefits
WHY CHOOSE REAL?
Here at REAL, we can offer unique experiences unlike any other organization:
- Make a difference in your own community.
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Be a part of an industry responsible to create fun and memorable moments for our guests.
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A wide range of employment opportunities to fit your own lifestyle – whether that’s committing to us in a full-time capacity or more of a casual role that is event specific and tailored around your own availability.
- We offer competitive wages and industry standard benefits.
- Matching Group RRSP plan.
For more information visit our website at www.realdistrict.ca. Submit resumes by June 1, 2026, via the link provided.
Please click the link to apply: https://apply.workable.com/real1884/j/EA0E811E8B
While REAL appreciates the interest by all applicants, only those selected to advance to the next stage will be contacted. Note preference will be given to internal applicants holding existing REAL RWDSU seniority.
