Team Lead, Guest Experience Centre

4 weeks ago


Vancouver, Canada Great Canadian Railtour Company Ltd 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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