Coordinator - Guest Experience Programs

YVR; Vancouver; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Retirement savings matching

Wellness programs

Professional development

Job summary

YVR is seeking a Coordinator, Guest Experience Programs to provide essential support to the Guest Experience team in Vancouver. The role involves administrative tasks, program coordination, and helping with the daily operations of the Guest Experience group.

You will liaise with management, Supervisors and Zone Leads, assist with uniform distribution and inventory, support onboarding/offboarding, training, and the rollout of new programs and events.

Qualifications

• Two years of guest service experience or equivalent training.
• Strong written and verbal communication.
• Proficiency with Microsoft Office and AI tools.
• Able to multitask and solve problems in real time.
• Knowledge of airport operations.

Responsibilities

• Communicating key operational changes and following-up with Management, Supervisors, Zone Leads, office staff and Guest Experience Representatives.
• Distributing uniforms and coordinating uniform inventory, acting as a first point of escalation for Guest Experience team members.
• Ensuring all supplies for the Guest Experience operation are ordered and stocked.
• Assisting with training of new Guest Experience employees.
• Onboarding, offboarding and cross-boarding Guest Experience team members.
• Assisting with the implementation of new programs and processes or projects.
• Coordinating special events including group requests and other operational requests.
• Assisting other areas under Passenger Experience including the volunteer program, accessibility and inclusion and official languages.

Skills

Interpersonal skills

Written & verbal communication

MS Office / AI tools

Problem solving

Diplomacy

Airport operations knowledge

Education

Post-secondary education or equivalent

Job description

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. Passenger Experience is an integral part of YVR, delivering service excellence, operational expertise and ensuring every guest arriving, departing or connecting through YVR has a welcoming experience.

Position overview

As the Coordinator, Guest Experience Programs, you will be providing critical support to the Guest Experience team in a variety of ways. You will provide administrative support to the office team, assist with implementing and coordinating Guest Experience programs, and support the daily operation of the Guest Experience team.

Key responsibilities include:

• Communicating key operational changes and following-up with Management, Supervisors, Zone Leads, office staff and Guest Experience Representatives
• Assisting with the distribution of uniforms and coordinating uniform inventory, acting as a first point of escalation for Guest Experience team members
• Ensuring all supplies for the Guest Experience operation are ordered and stocked
• Assisting with training of new Guest Experience employees
• Responsible for onboarding, offboarding and cross-boarding Guest Experience team members
• Assisting with the implementation of new programs and processes or projects
• Assisting with the coordinating of special events including group requests and other operational requests
• Assisting as needed with other areas under Passenger Experience including the volunteer program, accessibility and inclusion and official languages.

Key qualifications include:

• At least two years’ relevant guest service experience, supplemented by at least one year of post-secondary education; or an equivalent combination of training and experience
• Excellent interpersonal and communication skills, both verbal and written with the ability to build and maintain relationships with key internal and external stakeholders
• Fundamental understanding of Microsoft and other applicable software applications including AI tools, and social media platforms.
• Excellent judgement, analytical and decision-making skills with the ability to multitask and quickly solve problems in real time
• High levels of diplomacy and tact
• Knowledge of airport operations

Although not required, French language skills are an asset as we are committed to providing bilingual services to our visitors and passengers.

This position is open to both Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning and development opportunities. Learn more at https://careers.yvr.ca/benefits