Specialist, Guest Experience

Vancouver Airport Authority; City of Langley; On-site; CAD 72,000 - 94,000; Full time

Job summary

Vancouver Airport Authority is seeking a Specialist, Guest Experience to review, triage and resolve guest feedback and escalations while leading Government Courtesies and VIP initiatives. The role supports guest experience programs, coordinates events and provides orientation tours as needed.

Reporting to the Manager, Guest Experience, you will respond to inquiries across channels, collaborate with departments, analyze trends, and mentor the team in delivering exceptional service in an airport

Qualifications

• 3-5 years of related experience with focus on communications, operations or business.
• Professional writing and communications experience for guest relations (written and verbal).
• Direct experience delivering outstanding guest service in an operational environment.
• Strong communication and problem-solving skills to resolve complex guest issues under pressure.
• Understanding of airport processes and services (US/Canada Customs, connections facilities, airline industry).
• Excellent organization, project management and attention to detail.
• Diplomacy and stakeholder collaboration with internal and external partners and government agencies.
• Fluency in French (written and/or spoken) is an asset.

Responsibilities

• Respond to escalated guest emails, letters, social media, and calls promptly.
• Collaborate with departments to investigate events and determine appropriate responses.
• Review corporate tracking entries and report trends to management.
• Provide guest service guidance for the team and assist with VIP meet-and-greet services.
• Plan guest experience programs and orientation tours for external organizations.
• Support day-of operations during irregular events and other guest experience projects.

Skills

Guest relations

Writing

Communication

Conflict resolution

Problem solving

Stakeholder management

French (asset)

Education

Bachelor’s degree or higher

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

Do you have passion for delivering an exceptional guest experience?

We have a permanent, full-time opportunity for a Specialist, Guest Experience with the Guest Experience team. Reporting to the Manager, Guest Experience, the successful candidate will be responsible for reviewing, triaging, managing, responding and resolving guest feedback and escalations as well as leading and implementing YVR’s Government Courtesies and VIP program. As a key member of the Guest Experience team, the Specialist may also support a variety of guest experience programs and projects.

Key responsibilities include:

• Responding to escalated guest emails, letters, social media responses, in-person communications and phone calls in a timely manner
• Collaborating with other departments to investigate specific events to determine and recommend an appropriate response and resolution
• Reviewing entries made into the YVR corporate tracking system and reporting any guest service trends to internal departments and senior management.
• Provide guest service and operational guidance for the Guest Experience team
• Plan and coordinate government VIP meet and greet services, special events and guest experience programs
• Assist in providing orientation tours for external organizations as needed
• Participate in irregular operations and assist with day-of operations duties as required
• Provide support for Guest Experience projects as required.

Key qualifications include:

• 3-5 years of recent, related experience supplemented by completion of bachelor’s degree or other post-secondary education with a focus on communications, operations or business; or an equivalent combination of training and experience.
• Proven professional writing and communications experience specific to guest relations – with a minimum of one to two years of experience – for both written and verbal responses.
• Direct and recent experience in delivering outstanding guest service in an operational environment.
• Expert communication, and problem-solving skills are required to resolve complex guest issues and guest service escalations, while remaining calm under pressure
• Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, connections facilities, airline industry, accessibility, etc.)
• Strong organization skills, project management experience and attention to detail
• Excellent conflict resolution and interpersonal skills with the proven ability to handle complex situations with diplomacy.
• Experience working collaboratively and effectively with both internal and external stakeholders, business partners, government agencies including embassies and consulates. Working with discretion is required.
• Excellent decision-making skills are needed; the role requires acting with deep empathy and fairness
• Fluency in French (written and/or verbal) is considered an asset.
  

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.

As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

Salary Range : $71,560 to $93,525 per annum, based on 37.5-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity. 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 opportunities. Learn more at

Who We Are

YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at .