Zone Lead, Guest Experience

3 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. 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? Are you keen to take a leadership role to provide a smooth and efficient passenger process at YVR?

As a **Zone Lead, Guest Experience**, you will provide daily leadership to deliver an outstanding guest experience in key operational locations at YVR. You will take initiative and seek to find opportunities to elevate the guest experience, while also delivering operational zone plans, reviewing real-time data to best anticipate operational needs. We have a permanent full-time opportunity available.

**Key responsibilities include**:

- Proactively support and assist guests to deliver a remarkable guest experience.
- Lead and dispatch zone teams to support key operational areas, processes and guest experience.
- Delivering Zone Plans to anticipate and meet passenger demand and mitigate risks.
- Providing business support to all terminal areas, as required
- Liaising and collaborating with Guest Experience Supervisors, Airport Operations, airlines, tenants and agency partners to anticipate operational demands and deliver a seamless travel experience.
- Provide leadership and support for Guest Experience Representatives, Green Coats and contractors positioned in operational zones.

**Key qualifications include**:

- Exceptional customer service and problem-solving skills supplemented by the completion of at least one year of post-secondary education; or an equivalent combination of training and experience
- Ability to lead a team
- Proven ability to resolve conflicts in emergency and high stress environments, while handling customer concerns in a positive and empathetic manner
- Strong communication skills, with the ability to utilize data to make key decisions
- Good knowledge of airport operations processes and key stakeholders
- Strong technological skills including using Microsoft Suite (Teams, Outlook, SharePoint)
- Fluency in another language, preferably French, is considered a strong asset

**Shift work is required as the department operates on a 24-hour, 7 days/week basis.**

**Salary Range **:$ 56,911 to $74,375 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.

  • Guest Experience Zone Lead

    2 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...

  • Guest Experience Zone Lead

    2 weeks ago

    Vancouver, British Columbia, 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,...

  • Zone Lead, Guest Experience

    2 weeks ago

    Vancouver, British Columbia, 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,...

  • Guest Experience Centre Consultant

    3 weeks 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, BC)** 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...

  • Bilingual Guest Experience Centre Consultant

    4 weeks ago

    Vancouver, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Bilingual Guest Experience Centre Consulant** **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,...

  • Coordinator - Guest Experience Programs

    2 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. 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...

  • Lead Guest Experience Specialist

    4 weeks ago

    Vancouver, Canada Rocky Mountaineer Full time

    Rocky Mountaineer (RM) is the world’s largest privately-owned luxury passenger rail service. We are committed to living our values: Create Meaningful Moments, Be One Team, Achieve Extraordinary Outcomes. The Lead Guest Experience Specialist (Lead GES) reports to the Station Management Team. This position is responsible for providing excellence in guest...

  • Guest Experience Supervisor

    6 days 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 weeks ago

    Vancouver, British Columbia, Canada Vancouver Aquarium Full time

    Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values - greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving - give us purpose and...

  • Director, Guest Experience

    4 weeks ago

    Vancouver, British Columbia, Canada Accor Full time

    Company DescriptionFairmont Hotel Vancouver, known as the 'Castle in the City', with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless...

  • Director, Guest Experience

    1 month ago

    Vancouver, British Columbia, Canada Accor Full time

    Company DescriptionFairmont Hotel Vancouver, known as the 'Castle in the City', with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless...

  • Guest Experience

    2 months ago

    Vancouver, Canada HOUSE iD HOUSE Concepts Full time

    **THE ROLE** In this role, you will be a part of both the House Concepts and HOUSE iD guest experience and retail sales teams. **GUEST EXPERIENCE -** - Provide excellent customer service to all guests of House Concepts - Greet and welcome all guests - Assist coaches to ensure successful class check in and set up - Ensure studio space is maintained -...

  • Guest Experience Guide

    6 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....

  • 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 of YVR, delivering service excellence, operational expertise and ensuring every guest arriving, departing or connecting through YVR has a welcoming experience. **Position...

  • Manager, Premium and Guest Experience

    3 weeks ago

    Vancouver, Canada BC Pavco Full time

    At BC Place, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture. As Western Canada's leading venue for live events, we host a year-round schedule of sporting events, concerts, consumer shows and more each year while also supporting the...

  • Guest Experience Guide

    1 month 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 Experience Guide

    2 weeks ago

    Vancouver, British Columbia, 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 Experience Guide

    4 weeks 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...

  • Voice of Guest Lead

    2 weeks ago

    Vancouver, Canada Arc'teryx Full time

    **Department**: Commercial **Reports to**:Manager, Guest Services Experience **Location**:North Vancouver, B.C. **Your Opportunity at ARC’TERYX**: The Voice of Guest Lead will be responsible for overseeing the Guest Feedback Collection and Analysis process, generating actionable insights, and enhancing the overall customer experience. As a highly...

  • Trainer, Guest Experience

    2 weeks ago

    Vancouver, British Columbia, Canada Vancouver Airport Authority Full time

    Located on the traditional, ancestral and unceded lands of the xwməθkwəy̓əm (Musqueam), YVR is made up of a team of diverse people who are working collaboratively to Connect BC proudly to the World. Safety is at the core of everything we do; we're innovative, fun, and we invest in our people. With high engagement scores, an abundance of learning and...