Specialist, Guest Experience

YVR; Vancouver; On-site; CAD 60,000 - 82,000; Full time

Job summary

YVR is seeking a Specialist, Guest Experience to review, triage and resolve guest feedback and escalations, and to lead government courtesies and VIP programs.

The role reports to the Manager, Guest Experience and requires delivering exceptional guest service while coordinating with multiple departments and external partners to ensure a welcoming experience for guests at YVR.

Qualifications

• 3-5 years of guest relations experience with a relevant post-secondary degree.
• Professional writing and communications experience for both written and verbal responses.
• Experience delivering outstanding guest service in an operational environment.
• Excellent communication and problem-solving skills to resolve complex guest issues under pressure.
• Solid understanding of airport processes (customs, connections, accessibility).
• Strong organization and project management skills with attention to detail.
• Ability to collaborate with internal/external stakeholders, including government agencies; requires discretion.
• French language skills are an asset.

Responsibilities

• Respond to escalated guest emails, letters, social media, and phone calls promptly.
• Collaborate with departments to investigate events and determine appropriate responses.
• Review tracking entries and report guest service trends to senior management.
• Provide guest service guidance for the Guest Experience team.
• Plan and coordinate government VIP meet-and-greet services and events.
• Assist in orientation tours for external organizations as needed.
• Participate in irregular operations and day-of operations as required.
• Support Guest Experience projects as needed.

Skills

Guest relations

Written communication

Verbal communication

Conflict resolution

Diplomacy under pressure

Project management

Education

Bachelor’s degree or higher (communications/operations/business)

Tools

Guest feedback/tracking system

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.