Loyalty & Guest Feedback Coordinator

Northland-Propertie; Vancouver; On-site; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Health/Dental/Vision

RRSP

Paid Time Off

Employee Perks

Job summary

Northland Properties Corporation (NPC) seeks a detail-oriented Marketing Specialist to join our Shared Services Marketing team in Vancouver, BC. You will support voice of customer, guest feedback, loyalty, online reputation, and listings across multiple brands.

The role requires hospitality experience, strong analytical skills and proficiency with PowerBI, Excel, and related tools to produce weekly to yearly reports. Flexible hours and a fast-paced hospitality environment are expected.

Qualifications

• Hospitality background with experience in call centers, front desk, guest relations or back-office roles in hotels.
• Strong proficiency in Microsoft Office, Excel (Power Query), PowerBI and PowerPoint.
• Ability to analyze data, generate reports and PPT decks weekly, monthly, quarterly and yearly.

Responsibilities

• Provide support to current and legacy hotel & restaurant loyalty program members.
• Assist with Voice of Customer strategy projects, including operational improvements and product development.
• Collaborate with Senior Manager, Loyalty & Guest Feedback, to document VoC and online reputation initiatives.
• Interact with guests and hotel/restaurant management to address issues promptly and professionally.
• Analyze guest feedback data through scorecards, metrics and surveys.
• Manage follow-ups on guest feedback, including letters, certificates, gift cards and profile updates.
• Coordinate with Guest Services and Marketing teams on related initiatives.
• Support department projects related to hotel/restaurant systems.

Skills

Hospitality background

Technical proficiency

Analytical & reporting

Project management

Cross-functional collaboration

Communication & interpersonal

Customer-centric mindset

Flexibility & adaptability

Languages (English)

Tools

PowerBI

Excel

Power Query

PowerPoint

Oracle Reporting

Opera Cloud PMS

Reporting & Analytics

TravelClick GMS

GV360

iHotelier

Galaxy

Job description

EMPLOYER: Northland Properties Corporation (NPC)

LOCATION: Support Centre, Vancouver, BC

EMPLOYMENT TYPE: Full Time

COMPENSATION RANGE: $60,000-70,000

BENEFITS:

• Health/Dental/Vision
• RRSP
• Paid Time Off
• Employee Perks

The Role:

Northland Properties is seeking a detail-orientated and tech-savvy Marketing Specialist to join our dynamic Shared Services Marketing team. This unique role supports the overall strategy and execution of voice of customer, guest feedback, loyalty, online reputation, listings management and gift card support across multiple hotel and restaurant brands.

The ideal candidate will bring a strong background in hospitality operations, particularly in reservations and guest services, combined with a high level of comfort working within online reputation dashboards, location listings, reporting platforms, and mobile/desktop admin tools. Proficiency in Microsoft Office, Excel (including Power Query), PowerBI and PowerPoint is essential. Experience with systems such as Opera Cloud PMS, Reporting & Analytics, TravelClick GMS, GV360, iHotelier, Galaxy and Google listings is a significant asset.

Success in this position requires strong analytical skills, organizational ability, and attention to detail, as well as excellent communication and multitasking capabilities. The successful candidate must be able to manage multiple projects across various platforms while supporting the integration of voice of customer, guest feedback and online reputation data into broader marketing efforts, including weekly, monthly, quarterly, yearly and ad hoc reporting. We’re looking for someone who is adaptable, comfortable working flexible hours, and eager to contribute new ideas within an evolving and fast-paced hospitality environment.

Key Responsibilities:

• Provide support to current and legacy hotel & restaurant loyalty program members.
• Assist with projects that enhance our Voice of Customer Strategy, including operational improvements and future product development.
• Collaborate closely with the Senior Manager, Loyalty & Guest Feedback, to create and maintain documentation related to voice of customer and online reputation initiatives.
• Interact with guests and hotel/restaurant management to address and resolve issues promptly and professionally, closing the loop.
• Analyze guest feedback data through scorecards, metrics & surveys.
• Manage follow-ups on guest feedback, including issuing letters, certificates, gift cards and administrative updates to profiles and points.
• Work in coordination with hotel/restaurant Guest Services and Marketing teams.
• Support departmental projects and development related to hotel/restaurant systems.

Qualifications & Skills:

• Hospitality Background: Minimum experience in a call center, front desk, guest relations, guest feedback, or back-office administrative roles within hotels or hospitality organizations.
• Technical Proficiency: Strong skills in Microsoft Office, Excel (including Power Query),PowerPoint, PowerBI, and Oracle Reporting. Experience with Opera Cloud PMS, Reporting & Analytics, TravelClick GMS, GV360, iHotelier, Galaxy platforms is a strong asset.
• Analytical & Reporting Skills: High attention to detail with proven ability to analyze data, generate reports & PPT decks (weekly, monthly, quarterly, yearly, ad hoc), and evaluate program performance using metrics, scorecards and surveys.
• Project Management & Innovation:Demonstrated experience in developing, supporting, and measuring special projects related to voice of customer. Skilled in managing multiple, diverse initiatives simultaneously with strong time management and organizational skills. Proactive in bringing forward innovative ideas to improve processes and enhance customer experience.
• Cross-functional Collaboration:Ability to effectively lead and participate in cross-functional initiatives, working with internal departments and external partners across various organizational levels, including senior management, operational teams, and marketing stakeholders.
• Communication & Interpersonal Skills: Strong written and verbal communication skills with the ability to influence, present ideas clearly, and collaborate across teams and brands. Excellent interpersonal skills to build and maintain productive working relationships.
• Customer-Centric Mindset:Experience working with Voice of Customer programs and a demonstrated passion for improving guest experience through feedback.
• Flexibility & Adaptability:Comfortable working in a fast-paced, evolving environment with flexible hours, multiple systems, and mobile/desktop platforms.
• Languages:Fluency in written and spoken English is required. Bilingualism in French and/or Spanish is considered an asset.