Guest Experience Coordinator – Volunteer Operations

Calgary Airports; Calgary; On-site; CAD 77,000 - 81,000; Full time

Job summary

A leading airport authority in Calgary is seeking a Guest Experience Coordinator who will manage volunteer programs and ensure exceptional service for travelers. Ideal candidates will have experience in customer service and volunteer coordination, alongside strong organizational and communication skills. Join a team committed to hospitality and creating welcoming experiences at the Calgary International Airport.

Qualifications

• 1-3 years of experience in customer service, hospitality, tourism, or volunteer-based environments.
• Experience coordinating volunteers or supporting community programs.
• Strong organizational skills for juggling schedules and logistics.

Responsibilities

• Build a vibrant volunteer community through regular check-ins.
• Respond to volunteer questions with professionalism.
• Manage volunteer onboarding from scheduling to orientation.

Skills

Customer service

Organizational skills

Communication

Volunteer coordination

Education

High school diploma

Job description

Overview

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Salary: Authority Band 7 $77,161.50 or $80,242.50

Status: Permanent Full-Time, Unionized

Number of positions available: 1

Closing Date: September 23, 20205

What’s The Team Like

The Guest Experience team is the heartbeat of hospitality at YYC Calgary International Airport, creating memorable moments for every traveler. From managing our iconic White Hat Volunteers to enhancing accessibility and amenities, the team leads initiatives that make the airport feel welcoming and world-class. Their work directly supports Calgary Airports’ commitment to exceptional service, ensuring guests feel cared for from arrival to departure.

Responsibilities

• Build a vibrant and welcoming volunteer community through regular check-ins, recognition programs, and gathering feedback that helps us grow.
• Be the friendly voice and face that responds to volunteer questions - whether it’s by email, phone, or in person - with professionalism and care.
• Craft and send out weekly newsletters that keep volunteers informed, connected, and inspired.
• Keep volunteer schedules running smoothly and make sure key guest areas are always covered.
• Manage all the moving parts of volunteer onboarding - from interview scheduling to orientation prep and welcome sessions.
• Help bring community events to life, including volunteer town halls and the iconic White Hat Ceremonies.
• Keep track of volunteer gear like uniforms, name tags, hats, pins, and lounge supplies - so everyone’s set up for success.
• Support the creation of materials and reports for Volunteer Advisory Group meetings and strategic planning sessions.

What Do You Need To Bring

• You’ll need to be eligible to get a RAIC, don’t worry – we’ll help you through this! For more details, check out: (RAIC Program and Application Information)
• 1-3 years of experience in customer service, hospitality, tourism, or volunteer-based environments.
• A high school diploma.
• Experience coordinating volunteers or supporting community programs, ideally in a structured or public-facing setting.
• Strong organizational skills - you’re great at juggling schedules, logistics, and keeping things on track.
• Excellent communication skills, both written and verbal, to connect with volunteers, guests, and internal teams.
• A natural ability to build rapport and create a welcoming, inclusive atmosphere for everyone.

What Optional Elements Support Your Application (All Are Assets)

• Bilingual in English and French.
• Prior experience in fast-paced environments such as airports, visitor centers, or public institutions is considered an asset.
• Post-secondary education in Aviation, Business Management, Marketing, Hospitality and Tourism, Non-Profit Management, Volunteer Management, or Human Resources.

What Does Diversity Mean To Us

We are committed to building a team where exceptional leadership shines and our crew thrives both at work and at home. We believe that deliberate steps such as creating a workplace that is physically and psychologically safe, equitable to all, and actively and diligently taking steps along the path to reconciliation are the keys to making this a reality.

Our Values

We prioritize genuine concern and compassion for everyone we engage with, from our team members to our partners and guests, always striving to help and support one another. We actively seek diverse perspectives in our decision-making and collaboratively tackle challenges. We work together with trust and transparency, supporting one another to achieve the collective goals of our organization. We grow, evolve, and adapt with purpose, continually aligning our actions with our vision. We embrace curiosity and boldly challenge the status quo, exploring new opportunities and taking thoughtful, responsible risks that drive purposeful innovation.

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