Guest Experience Representative

3 months ago

Vancouver, 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. The Guest Experience team plays an integral part in delivering an outstanding airport experience, while also ensuring key areas of our airport’s operation are supported. We believe that people travelling at YVR are our guests, not customers or passengers, because we know YVR is a place of welcome and connection. Our Guest Experience team’s purpose is simple: to do our very best for every person we meet.

**Position overview**

Are you passionate for service and helping others? Are you a proactive problem-solver who loves working with people? Do you believe we can elevate a traveller’s experience at YVR by going above and beyond their expectations? Do you enjoy a dynamic work environment where no two days are the same?

**Key responsibilities include**:

- Proactively engage guests and look for ways to support and assist that will ensure every guest has a remarkable travel experience at YVR
- Support all aspects of the passenger journey at YVR including the arrivals, departures and connections processes; advising and directing guests through appropriate airport process when arriving or connecting
- Provide support and assistance for people with a disability
- Assist the Airport Operations team with wayfinding, queue management and facilitating the efficient flow of guests at the direction of Supervisors, Terminal Duty Officers and/or Airport Operations Managers

**Key qualifications include**:

- Two to five years’ recent, related experience in customer service supplemented by a high school diploma; or an equivalent combination of training and experience
- Exceptional customer service and problem-solving skills
- Good understanding of airport operations and/or passenger processes, or has worked in a dynamic, busy operational environment
- Excellent interpersonal skills, with experience handling customer concerns in positive and empathetic manner
- Strong technological skills including using Microsoft Suite (Teams, Outlook, SharePoint)
- Excellent attention to detail related and ability to multi-task in a fast-paced airport environment
- Fluency in another language, preferably French, is considered a strong asset
- Ability to do shift, and weekend work, with a significant amount of time spend standing and walking is a requirement for this role

**Salary Range **:$47,540 to $62,135 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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