Team Lead, Guest Experience Centre

3 weeks ago

Vancouver, Canada Rocky Mountainer Full time

The Team Lead, Guest Experience Centre (GEC) reports into the Manager, Guest Care Programs. This is a fixed term 18 month contract.

This position drives guest satisfaction by providing support and assistance to both internal and external guests. Demonstrating leadership skills by delivering coaching sessions to develop and nurture the Guest Experience team in providing world class service. First level escalation support when problem solving and/or conflict resolution is required and assisting guests in-travel and/or post-travel.

**Key Areas of Accountability**:
Guest Service Excellence

Collaborate with other departments in delivering a seamless experience for in-travel guests
Point person for next level escalation
Support the achievement of KPI, Dashboard and NPS targets
Participate in on-call duties for both the GEC and EOC as assigned
Provide leadership and assistance to the Guest Experience Center Representatives
Deliver coaching sessions to develop team members in achieving world class service standards
Monitor team performance to identify areas for celebration and/or improvement
Revise and streamline processes as needed
Approve and process refunds - secondary owner of task
Provide shift coverage including opening and closing responsibilities, weekends and on-call support when required
Provide on-going feedback and comments to the Senior Manager, Guest Experience Center

**Qualifications**:
Education / Certifications / Knowledge

Post-Secondary education is an asset (with related transferable skills)
Proficiency with Microsoft Office and information management systems (e.g. Travel Studio)

Experience

Minimum 1 year of experience in a leadership capacity in travel, tourism and/or hospitality industry
Call center experience is an asset

**Skills**:
Familiarity in world class guest experience and/or luxury brand is an asset
Passionate about delivering service excellence
Ability to demonstrate team leadership skills
Experience in training and coaching with the ability to motivate and elevate team
Ability to work in a high volume and high demand environment
Capability to operate under stress and multitask
Strong interpersonal skills with demonstrated ability to effectively communicate
Excellent problem-solving skills delivered in a positive fashion
Ability to handle difficult scenarios and conversations in a calm, consistent and professional manner
Excellent written communication skills including the ability to compose and format business letters using proper grammar, syntax, punctuation and spelling
Ability to make effective, creative, financially prudent decisions in resolving guest issues fulfilling the best interests of guests and the organization

Work Environment
- Full time in office.

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