Specialist, Guest Experience

2 weeks ago

Vancouver, British Columbia, Canada Vancouver Airport Authority Full time

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 in delivering a safe and exceptional guest experience?

Key responsibilities include:

  • Review entries made into the YVR corporate system and reporting any customer service trends to internal departments and senior management.
  • Provide guest service and operational guidance for the Guest Experience team
  • Plan and coordinate dignitary meet and greet services, special events and guest experience programs
  • Oversee programs/services including YVR stars recognition program and assist in providing orientation tours for external organizations
  • Participate in service quality reviews of public spaces within the terminal and participate in irregular operations.
  • Guest Experience project work and team support as required, including overseeing the Guest Experience uniform program such as working with suppliers, inventory management, coordinating tailoring and cleaning.

Key qualifications include:

  • 35 years of recent, related experience supplemented by completion of bachelor's degree or other postsecondary 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 customer relations with a minimum of one to two years' experience for both written and verbal responses.
  • Direct and recent experience in delivering outstanding customer service in an operational environment.
  • Expert communication, problemsolving skills in to order to resolve customer complaints and customer service issues, while remaining calm under pressure
  • Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, facility, airline industry, accessibility, etc.)
  • Strong organization skills, project management experience and attention to detail
  • Excellent communication, conflict resolution and interpersonal skills with the 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.
  • Fluency in French (written and/or verbal) is considered an asset.

Salary Range :
$68,011 to $88,886 per annum, based on 37.5-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity.

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.

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