Loyalty & Guest Feedback Coordinator

Sandman Hotel Group; West 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) is seeking a detail-oriented Marketing Specialist for the Shared Services Marketing team in Vancouver. This role supports voice of customer, guest feedback, loyalty, online listings, and gift card operations across multiple hotel and restaurant brands.

The ideal candidate combines hospitality operations experience with comfort using dashboards, listings, reporting platforms, and admin tools.

Qualifications

• Experience in call center/front desk/guest relations within hotels or hospitality organizations.
• Strong proficiency in Microsoft Office, including Excel (Power Query) and Power BI.
• Ability to analyze data, create reports and PPT decks on a weekly, monthly and yearly cadence.
• Experience coordinating multiple projects and driving voice of customer initiatives.

Responsibilities

• Support loyalty program members and guest feedback programs.
• Assist with Voice of Customer initiatives and online reputation tasks.
• Collaborate with Senior Manager, Loyalty & Guest Feedback on documentation and processes.
• Interact with guests and management to address issues and close the loop.
• Analyze guest feedback data through scorecards, metrics and surveys.
• Manage follow-ups on guest feedback, issuing certificates and updating profiles.
• Coordinate with Guest Services and Marketing teams and support system projects.

Skills

Customer service

Hospitality knowledge

Microsoft Office

Analytical skills

Project coordination

Cross-functional collaboration

Effective communication

English fluency

Fast-paced adaptability

Tools

Opera Cloud PMS

Reporting & Analytics

TravelClick GMS

GV360

iHotelier

Galaxy

Google listings

Power BI

Excel

Power Query

Oracle Reporting

Job description

EMPLOYER: Northland Properties Corporation (NPC)

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

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.

At Northland Properties Corporation (NPC), we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center.

NPC uses AI enabled tools to assist with application management. All hiring decisions are made by people. We do not use AI to screen, assess or select applicants for this posting.

NPC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Accommodations are available at any stage of the recruitment process upon request. If you need support, please email [e-mail]. NPC takes seriously its obligations under the Human Rights Code.