Guest experience leader Jobs

Supervisor, Guest Experience
Vancouver Airport Authority —Vancouver, BC
- $71,560–$93,525 a year
- Full-time
- Data analysis skills
- English
- Analysis skills
Specialist, Guest Experience
Vancouver Airport Authority —Vancouver, BC
- $71,560–$93,525 a year
- Full-time
- Project management
- Bachelor's
- Guest services
Guest Experience Expert
Marriott International, Inc —Toronto, ON
- $29.14–$32.38 an hour
- Part-time
- Customer service
- No experience needed
- High school diploma or GED
3d
Events Manager
Black Rock Oceanfront Resort —Ucluelet, BC
- $60,000–$67,000 a year
- Weekends as needed
- Heavy lifting
- Sales
- Customer service
- Disability insurance
- Dental care
Quick apply
Fixed Operations Manager
Island Owl Mazda —Campbell River, BC
- $80,000–$125,000 a year
- Full-time
- Sales
- Inventory management
- Maintenance
- Dental care
Quick apply
Guest Experience Manager - Based in Lake Louise
Fairmont Chateau Lake Louise —Alberta
- Full-time
- Microsoft Office
- Hotel
- Continuous improvement
- Store discount
- Wellness program
Restaurant Operator
Tacofino Squamish Inc —Squamish, BC
- $70,000–$75,000 a year
- Weekends as needed
- Sales
- Inventory management
- Restaurant management
- Dental care
- Employee assistance program
Quick apply
Executive Housekeeper - Dakota Dunes Thermal Spa
Dakota Dunes Resort —Saskatoon, SK
- Full-time
- Inventory management
- Sanitation
- Quality Control
General Manager, Hospitality (1 year term)
Frontiers North Adventures —Churchill, MB
- $85,000–$100,000 a year
- Temporary
- CPR Certification
- Restaurant management
- Hotel
- Relocation assistance
11d
Grounds and Equipment Manager - Based in Lake Louise
Fairmont Chateau Lake Louise —Alberta
- $44,386.35–$124,998.71 a year
- Weekends as needed
- Bar
- Hotel
- Continuous improvement
- Wellness program
- Mileage reimbursement
General Manager
Crown Group of Hotels —Sydney, NS
- Full-time
- Restaurant management
- Hotel
- Business development
- Paid time off
Quick apply
General Manager (Maternity Leave Coverage)
Hotel Zed —Kelowna, BC
- $66,200–$80,000 a year
- Weekends as needed
- Hospitality
- Hotel
- Recruiting
- Dental care
Quick apply
General Manager
KELSEYS Roadhouse —Midland, ON
- $70,000–$95,000 a year
- Full-time
- Hospitality
- Sales
- Restaurant management
- Store discount
- Dental care
Quick apply
Events Coordinator
TPC Toronto at Osprey Valley —Alton, ON
- $55,000 a year
- Weekends as needed
- CRM software
- Marketing
- Microsoft Office
- Store discount
- Dental care
Quick apply
Service Leader
Shelter Tofino —Tofino, BC
- From $65,000 a year
- Full-time
- Hospitality
- Inventory control
- Customer service
Quick apply
Adventure Park Manager
WildPlay —Victoria, BC
- $55,000–$60,000 a year
- Full-time
- Microsoft Office
- Business development
- Continuous improvement
Quick apply
4d
Executive Chef - Dakota Dunes Thermal Spa
Dakota Dunes Resort —Saskatoon, SK
- $70,000–$80,000 a year
- Full-time
- Hospitality
- Inventory management
- Restaurant management
- Dental care
- Life insurance
Quick apply
Sous Chef
Delta Hotels by Marriott Kingston Waterfront —Kingston, ON
- From $65,000 a year
- Weekends as needed
- Sanitation
- Cooking
- English
- Dental care
- Paid time off
Front of House Culinary Supervisor
Cheese Curds/Habaneros Truro —Millbrook, NS
- From $19 an hour
- Weekends as needed
- Supervising experience
- Team management
- Guest services
- Dental care
Quick apply
Guest Services Manager
Delta Hotels By Marriott Halifax Downtown —Halifax, NS
- $55,000–$65,000 a year
- Weekends as needed
- Salesforce
- Microsoft Office
- Hotel
- Disability insurance
- Dental care
Quick apply
6d

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Supervisor, Guest Experience

Vancouver Airport Authority -
Vancouver, BC

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Job details

Full-time
$71,560–$93,525 a year

Qualifications

French
On-the-job training delivery
Computer operation
Coaching
Data analysis skills
English
De-escalation techniques
Complaint handling
Analysis skills
Supervising experience
Client services
Mentoring
Customer service orientation
Computer skills
Training & development
Guest services
On-the-job coaching
Leadership
Guest issue resolution
Team motivation
Team coordination

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

Specialist, Guest Experience

Guest Experience Expert

Events Manager

Fixed Operations Manager

Guest Experience Manager - Based in Lake Louise

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Executive Housekeeper - Dakota Dunes Thermal Spa

General Manager, Hospitality (1 year term)

Grounds and Equipment Manager - Based in Lake Louise

General Manager

General Manager (Maternity Leave Coverage)

General Manager

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Executive Chef - Dakota Dunes Thermal Spa

Sous Chef

Front of House Culinary Supervisor

Guest Services Manager

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