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Guest Experience Coordinator

2 months ago

Yellowknife, Canada Arctic Kingdom Wilderness Operations Inc Full time

The Guest Experience Coordinator's role is to assist the Lodge Manager and team in providing and overseeing the overall guest experience, keeping records and various administration tasks required to operate, and adding positively to the community atmosphere. It is your responsibility to assist in the implementation of site programming, staffing and guest services to the standards and policies outlined by Arctic Kingdom and Blachford Lake Lodge.


Duties will be focused all around the site but will focus primarily on the day-to-day functions that affect both the guest and staff experience at Blachford Lake Lodge. Opportunity to participate in activities outside the site will be offered at the Manager's discretion when possible.


Please note that this is a general job description that is slightly different in summer/fall than winter/spring. Some responsibilities may not be applicable to every season.


Working in an off-grid community environment requires flexibility, communication and the expectation that no day is the same. There are job requirements that may not be listed here. Days and work can be challenging and sometimes unexpected in this off-grid environment, and are not always regular hours. No day is the same, but you have the opportunity to work in one of the most magical locations on earth.


Reports To:

Lodge Manager


Leadership
  • The Guest Experience Coordinator is a mid-level service position. It is important to always lead by example, and maintain a positive attitude, despite possible challenges.
  • Always support the Management team to ensure success of the property by providing expertise and assisting with decisions when needed.
  • Relieve other staff members on their days off.
  • Adhere to community living and have a respect and awareness of general lodge practices and functions.
  • Use your expertise to provide advice and guidance on life in the environment around you.
  • Be aware of and communicate the various available programming of both Blachford Lake Lodge and Arctic Kingdom to guests, visitors and staff. Ensure you are very familiar with all products and services that Blachford Lake Lodge offers.

Communication
  • Clear and timely communication for guests, staff, head office and supervisors.
  • Attend all daily guest briefings, including but not limited to outlining the day’s events, weather updates, wildlife expectation, activities, safety, and transportation.
  • Attend daily staff briefings in order to direct plans, provide status updates, run smooth and safe site operations, identify and resolve issues, provide daily client feedback to staff, outline each staff member's daily priorities and review timelines of the daily activities/departure and mealtimes.
  • Provide guests with interpretation, cultural and/or wildlife presentations, developed and dependent on your expertise.

Safety
  • Put safety of guests and staff under your responsibility first and foremost for every activity planning session and during activity execution.
  • Plan for contingencies and be well prepared in the event of an emergency.

Operations
  • Assist with ensuring strong familiarization with all site equipment in order to be able to facilitate or assist in setup and breakdown as well as in daily maintenance and/or repair activities.
  • Assist with ensuring that camp facilities (washrooms, guest quarters, common areas, etc.) are adequately maintained, safe for use and clean following Arctic Kingdom and Blachford Lake Lodge’s standard operating procedures.
  • Oversee bar operations:
  • Track all bar inventory and complete orders as required.
  • Act as lead bartender during daytime and work with Lodge Manager to offer and serve with happy hour specials.
  • Assist with clean handover of bar to night shift.
  • Basic housekeeping (FOH and BOH) on changeover days.
  • Laundry on changeover days.
  • Complete dish duty, including serving guests and plate clean up.
  • Organize evening lectures from guides, trivia nights to engage guests, etc. with the Lodge Manager.
  • Lead programming as necessary.

Guest Experience
  • Participate in warm welcomes and fond farewells with all guests and visitors whenever arriving/departing site.
  • Deliver promised programming to the Arctic Kingdom and Blachford Lake Lodge standards.
  • Respectfully and honestly receive all feedback from guests and visitors to site.
  • Report all feedback and notable experiences with management team.
  • Provide management team with guest recaps upon each plane departure.
  • Upsell tours, bar, merchandise to all guests and visitors.

Kitchen Cleaning / Food Service Assistance
  • Doing regular dishes. Full camp dishes procedure at scheduled intervals.
  • Food service as needed (serving, clearing plates, putting food out).

Cultural Awareness
  • Our relationship and reputations with our Indigenous guides and international guests are important relationships that Arctic Kingdom and Blachford Lake Lodge constantly foster and work to develop. It is important that our Guest Experience Coordinator works to foster these relationships, showing respect, equality, and cultural awareness and sensitivity to all persons and cultural diversity involved in all aspects of the operation.

Health & Medical
  • Be in good physical condition and capable of lifting heavy loads.
  • Working long hours and being available for work extended periods in challenging conditions is common.

Required qualifications:
  • First Aid
  • Valid Class 5 license
  • Liquor serving certification (valid) - NWT preferred, but other Canadian regions accepted.

Please include in your application:

  • Cover letter
  • CV
  • Relevant certifications

Blachford Lake Lodge is located on Chief Drygeese territory, the traditional land of Yellowknives Dene First Nation Akaitcho, Treaty 8 territory.

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