Yvr Jobs

Supervisor, Guest Experience
Vancouver Airport Authority —Vancouver, BC
- $71,560–$93,525 a year
- Full-time
- Bilingual
- English
- Analysis skills
6d
Operations Training Specialist and Curriculum Developer
Vancouver Airport Authority —Vancouver, BC
- $75,766–$99,027 a year
- Full-time
- Bilingual
- Public speaking
- Research
7d
Payroll and Benefits Administrator
Vancouver Airport Authority —Vancouver, BC
- $78,160–$117,240 a year
- Overtime
- Bilingual
- Microsoft Excel
- Accounting
- Designated paid holidays
- Dental care
Talent Acquisition Specialist
Vancouver Airport Authority —Vancouver, BC
- $78,160–$117,240 a year
- Full-time
- Bilingual
- Microsoft Office
- Bachelor's
Terminal Leasing Coordinator
Vancouver Airport Authority —Vancouver, BC
- $64,233–$83,952 a year
- Full-time
- Bilingual
- Microsoft Office
- Business
Marketing Coordinator
Greta YVR —Vancouver, BC
- $20–$25 an hour
- 8 hour shift
- Marketing
- Social media management
- Project management
Pilot (First Officer)
Jazz Aviation LP —Toronto, ON
- $68.93 an hour
- Full-time
- English
- High school diploma or GED
- Commercial driving
- Disability insurance
- Dental care
Customer Service Agent – SkyTeam Lounge
SkyTeam Lounge YVR - Global Lounge Network —Richmond, BC
- $20.00–$21.50 an hour
- Part-time
- Hospitality
- Bar
- Customer service
- Dental care
- Paid time off
Quick apply
3d
YVR AME M1 (3)
JMC Aviation —Vancouver, BC
- 10 hour shift
- Maintenance
- English
- Travel
Terminal Property Management Representative
Vancouver Airport Authority —Vancouver, BC
- $75,766–$99,027 a year
- Full-time
- Bilingual
- Microsoft Office
- Databases
Duty-Free Sales Associate
Hudson by Avolta —Richmond, BC
- $21 an hour
- Part-time
- Spanish
- Sales
- Customer service
- Dental care
- Paid time off
Aircraft Maintenance Engineer M1/M2 - Resident or Rotational - YVR
Ledcor —Vancouver, BC
- Full-time
- Profit sharing
- Disability insurance
Dispatcher des opérations aéroportuaires
Vancouver Airport Authority —Vancouver, BC
- $71,560–$93,525 a year
- Night shift
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Wellness program
Spécialiste de la formation aux opérations et concepteur(rice) de programme
Vancouver Airport Authority —Vancouver, BC
- $75,766–$99,027 a year
- Full-time
- Bachelor's
- In-person
- Communication skills
- Wellness program
Spécialiste de la documentation et du contrôle
Vancouver Airport Authority —Vancouver, BC
- $71,560–$93,525 a year
- Full-time
- English
- Microsoft Office
- Continuous improvement
- Wellness program
Overnight Sales Associate
Hudson by Avolta —Richmond, BC
- $21 an hour
- Weekends as needed
- Customer service
- Retail sales
- Paid time off
- Employee assistance program
Responsable de l'équipe Rouge, Services en vol YVR
Air Canada Rouge —Richmond, BC
- Weekends as needed
- Microsoft Office
- Organizational skills
Quick apply
14d
Contrôleurs des aires de trafic
Vancouver Airport Authority —Vancouver, BC
- $85,156–$111,294 a year
- Full-time
- Communication skills
- Wellness program
Cashier
Triple O's —Richmond, BC
- $19 an hour
- Part-time
- Guest services
- Cash handling
- Flexible schedule
Quick apply
Kitchen Staff at SkyTeam Lounge - YVR AIRPORT
Global Lounge Network —Richmond, BC
- From $20.50 an hour
- Part-time
- Cooking
- English
- In-person
- Dental care
- Paid time off
Quick apply
2d

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Supervisor, Guest Experience

Vancouver Airport Authority -
Vancouver, BC

Apply Now

Job details

Full-time
$71,560–$93,525 a year
6 days ago

Qualifications

Bilingual
French
English
Analysis skills
Supervising experience
Leadership

Full 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

Are you passionate for service and helping others? Are you keen to take a leadership role to provide a smooth and efficient passenger process?

We have a permanent, full-time opportunity for a Supervisor, Guest Experience in the Passenger Experience department. Reporting to the Manager, Operations -Guest Experience, the successful candidate will be accountable for the daily leadership, coaching and oversight for our front-line Guest Experience team, with the responsibility of providing an exceptional and effortless travel experience for all our guests. This action-oriented leadership role involves supporting Guest Experience team members in their work, working closely with government agencies and air carrier partners, as well as effectively handling complex passenger concerns.

Key responsibilities include:

Daily leadership of more than 35 Guest Experience team members on shift, providing exceptional communication, in-the-moment feedback, on-the-floor training, as well as coaching to motivate and support the team in delivering exceptional service.
Deliver exceptional hospitality consistently to our guests and accountable for the day-of operation and delivery of the Guest Experience program.
Responsible for liaising with various internal and external stakeholder groups to review and coordinate guest experience operational support as well as act as a conduit between Guest Experience management, program team and the front-line teams.
Collaborate with key operational teams and agency partners to coordinate frontline staff in supporting and/or resolving operational issues and irregular operations.
Understand and interpret data to anticipate and plan day-of resource and program needs.
Responsible for de-escalating passenger concerns and identifying guest service recovery opportunities.
Lead the delivery of YVR’s VIP Office of Protocol program and oversee the day-to-day operations of the Lost and Found program.

Key qualifications include:

At least two (2) years recent, related experience supplemented by one to two years of post-secondary schooling in business management, hospitality or airport management; or an equivalent combination of training and experience
Strong, proven leadership skills with the ability to coach, train, and provide feedback to ensure positive team morale. This includes proven experience supervising a team in a dynamic, fast-paced operational environment.
Has the expertise in proactive customer service including effectively and successfully de-escalating and resolving complaints.
Ability to perform physical tasks, including extended periods of walking, standing, and occasional lifting, pulling, or moving of heavy objects such as carts or stanchions.
Proficient with computers and technology, with a base level of competency equivalent to working in an office environment, including familiarity with laptops and common software applications.
Other skills and requirements include:
- An authentic leader who can supervise, coach, support, mentor and communicate effectively with a large, diverse team
- Guest-first mindset with an optimistic, can-do attitude
- Ability to deliver exceptional hospitality to our guests
- Ability to handle challenging situations, prioritize and problem-solve quickly with minimal information
- Good analytical skills with the ability to understand, assess and anticipate operational needs and resources
- Strong command of English, both in written and verbal communications
- Fluency in another language, preferably French, is considered an asset

Shift work is required as the department operates on a 24-hour, 7 days/week basis.

Although not required, French language skills are an asset as we are committed to providing bilingual services to our visitors and passengers. This helps us meet federal language obligations while ensuring a welcoming experience. Candidates who do not speak French are still strongly encouraged to apply.

This position is open to 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 https://careers.yvr.ca/benefits.

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 [email protected].

Apply Now

Refine Your Search

Supervisor, Guest Experience

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Talent Acquisition Specialist

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Responsable de l'équipe Rouge, Services en vol YVR

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Cashier

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