Supervisor, Guest Experience

4 weeks 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. Passenger Experience is an integral part to of YVR’s mission of delivering a memorable travel journey for our guests. The Passenger Experience team drives effortless travel for our guests, while also providing an experience that is reflective of YVR, the partnership with Musqueam and our commitment to serve our community by ensuring our guests feel well taken care of throughout their journey at the airport.

**Position overview**

As a **Supervisor, Guest Experience**, you 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. You will be responsible for ensuring that our team members are serving each guest they meet in the best way possible, recognizing that each guest has different needs. You will ensure that the team is putting the guest at the centre of everything that we do and to be an advocate for our guests in resolving issues.

**Key responsibilities include**:

- Providing day-of leadership to more than 35 Guest Experience team members on shift, including exceptional communication, in-the-moment feedback, on-the-floor training, as well as coaching to motivate and support the team in delivering exceptional service
- Delivering superior hospitality consistently to our guests
- Being accountable for the day-of operation and delivery of the Guest Experience program
- Liaising with various internal and external stakeholder groups to review and coordinate guest experience operational support
- Collaborating with key operational teams and agency partners to coordinate frontline staff in supporting and/or resolving operational issues and irregular operations
- Understanding and interpreting data to anticipate day-of resource and program needs

**Key qualifications include**:

- At least two years’ recent, related experience supervising a team in a dynamic, fast-paced operational environment, supplemented by at least one year of post-secondary schooling in business management, hospitality or airport management; or an equivalent combination of training and experience
- Proven leadership skills with the ability to coach, train, and provide feedback to ensure positive team morale
- Expertise in proactive customer service including effectively and successfully de-escalating and resolving complaints
- Ability to handle challenging situations, prioritize and problem-solve quickly with mínimal 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
- Ability to do shift, and weekend work, is a requirement for this role as Airport Operations is a 24 hour/day, 7 days/week operation

**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. We strive to provide an environment that reflects the diversity of our communities, allowing us to better serve them.

Join us on this journey as we continue to transform our airport to better serve our communities.

  • Guest Experience Centre Consultant

    5 days ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a** **Guest Experience Centre Consultant** **to join our Guest Services team!** **(Vancouver)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Bier Markt, East Side Mario’s, Landing...

  • Guest Experience Centre Consultant

    5 days ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Service Representative** **to join our Guest Services team!** **(Vancouver)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Fresh Kitchen & Juice Bar, Bier Markt, East Side...

  • Guest Experience Supervisor

    1 month ago

    Vancouver, Canada FlyOver Attractions by Pursuit Collection Full time

    What perks can you expect?: The wage for this role is $19.95 hourly and a full breakdown of benefits and perks will be discussed in the interview process. Overview: The Guest Experience Supervisor will report directly to the Guest Experience Manager at FlyOver Canada Vancouver (“FOCV”) and play a critical role in the success of the overall operation. As...

  • Guest Experience Supervisor

    2 months ago

    Vancouver, Canada Pursuit Collection Full time

    Overview The Guest Experience Supervisor will report directly to the Guest Experience Manager at FlyOver Canada Vancouver (“FOCV”) and play a critical role in the success of the overall operation. As a Guest Experience Supervisor, your goal is to lead and coach a group of Guest Experience Guides to ensure team members have engaging interactions...

  • Guest Experience Guide

    5 days ago

    Vancouver, Canada FlyOver Attractions by Pursuit Collection Full time

    What perks can you expect?: The wage for this role is $17.00 hourly and a full breakdown of perks and wages will be broken down during the interview process. Overview: As a Guest Experience Guide you will be empowered to ensure our guests receive both accurate expectations about the Flyover experience as well as a memorable impression of the attraction....

  • Guest Experience Guide

    7 days ago

    Vancouver, Canada Pursuit Collection Full time

    Overview As a Guest Experience Guide you will be empowered to ensure our guests receive both accurate expectations about the Flyover experience as well as a memorable impression of the attraction. Guest Experience Guides not only make sure the ticketing and entry process is as seamless as possible, but also that the movement of guests throughout the...

  • Guest Services Supervisor

    1 month ago

    Vancouver, Canada Hotel Blu Vancouver Full time

    **Hotel: Hotel BLU** **Position: Guest Services Supervisor** As member of Hotel BLU Vancouver Front Office team, the Guest Services Supervisor(GSS) plays a key role in attending to the immediate needs of each guest, prior their arrival at the hotel, during their stay and through to their final departure. In addition the GSS will act as the immediate...

  • Coordinator - Guest Experience Programs

    1 month 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. Passenger Experience is an integral part of YVR’s mission of delivering a memorable travel journey for our guests. The Passenger Experience team drives effortless travel for our guests, while also providing an experience...

  • Guest Services Supervisor

    5 days ago

    Vancouver, Canada Arc'teryx Full time

    **Department**: Commercial - Guest Services **Reports to**: Manager, Guest Services **Location**: North Vancouver, B.C. **Your Opportunity at ARC’TERYX**: As Guest Services Supervisor, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests...

  • Educator, Guest Experience Team

    2 days ago

    Vancouver, Canada Kit and Ace Full time

    Respond to all guest inquiries and concerns in a timely fashion to provide highest quality support. - Use all guest experience software and related systems confidently to effectively manage all incoming tickets and track all ticket details - Exceed sales goals by maximizing all guest contact opportunities to provide product knowledge, increase units per...

  • Guest Service Supervisor

    1 month ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **ABOUT US** The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves;...

  • Guest Service Supervisor

    1 month ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **ABOUT US** The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves;...

  • Assistant Manager, Guest Experience

    4 weeks ago

    Vancouver, Canada Pacific National Exhibition Full time

    Job Description**:Full-Time; Permanent** **Date Posted: January 16, 2023** * Who we are * The Pacific National Exhibition is an iconic institution in BC, famous for bringing generations of people together to celebrate and build memories. This 112-year-old, non-profit organization generates revenue through four activity streams: the 15 day annual summer...

  • Guest Experience Expert

    3 days ago

    Vancouver, Canada Marriott International, Inc Full time

    **Additional Information** Front Desk Agent, Pay Range: $27.26 - $30.28 / hour, Part Time **Job Number** 24040282 **Job Category** Rooms & Guest Services Operations **Location** Metropolitan Hotel Vancouver, 645 Howe Street, Vancouver, BC, Canada VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type**...

  • Guest Experience Expert

    6 days ago

    Vancouver, Canada Marriott International, Inc Full time

    **Additional Information** Pay: $27.26-$30.28/hour **Job Number** 24093692 **Job Category** Rooms & Guest Services Operations **Location** Metropolitan Hotel Vancouver, 645 Howe Street, Vancouver, BC, Canada VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about...

  • Guest Experience Expert

    3 days ago

    Vancouver, Canada Marriott International, Inc Full time

    **Additional Information** Pay: $27.26-$30.28/hour **Job Number** 24077405 **Job Category** Rooms & Guest Services Operations **Location** Metropolitan Hotel Vancouver, 645 Howe Street, Vancouver, BC, Canada VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about...

  • Guest Experience Manager

    5 days ago

    West Vancouver, Canada Hollyburn Country Club Full time

    ***: **KEY RESPONSIBILITIES**: - Ensure timely and effective two-way communication between Members, Management and staff - Act as the lead the “Manager on Duty” and manage the MOD program, where the Guest Experience Manager, along with other qualified individuals, are the active floor Manager from 1pm-9pm on weekdays, and 9am-9pm on weekends - Ensure...

  • Guest Experience Manager

    6 days ago

    Vancouver, Canada Blue Horizon Hotel Full time

    The Blue Horizon seeks an energetic and enthusiastic Guest Experience Manager (GEM) to join our team. We are well located in the heart of Robson Street with its wonderful variety of shops and eateries for every taste and budget. Our 215 spacious guest rooms are all corner rooms with 2 walls of windows from the cruciform shape of the hotel. Our guests enjoy...

  • Guest Experience Agent

    1 month ago

    Vancouver, Canada Vancouver Native Housing Society Full time

    **JOIN OUR TEAM !** **GUEST EXPERIENCE AGENT** (Casual employment, extendable based on business needs) **ABOUT US** Skwachàys (pronounced skwatch-eyes) Lodge is a social enterprise located in Downtown Vancouver, combining exceptional hospitality amongst 18 one-of-a-kind Indigenous themed guest rooms with a street-level Indigenous Fair Trade Gallery. The...

  • Guest Experience Agent

    6 days ago

    Vancouver, Canada BC Indigenous Housing Society Full time

    **JOIN OUR TEAM !** **GUEST EXPERIENCE AGENT** (Casual employment, extendable based on business needs) **ABOUT US** Skwachàys (pronounced skwatch-eyes) Lodge is a social enterprise located in Downtown Vancouver, combining exceptional hospitality amongst 18 one-of-a-kind Indigenous themed guest rooms with a street-level Indigenous Fair Trade Gallery. The...