Guest Experience Agent

4 weeks ago

Whistler, Canada Gibbons Whistler Full time

**About Gibbons**:
**Core Purpose**

Making People Happy

**Vision**

To be the most trusted and recommended brand by our team, our guests, and the communities we serve.

Our goal is to create a great Canadian company that provides the best work experiences, guest experiences, and community experiences in our class. We want to continue to give back to Athletes, Artists, and Entrepreneurs as we believe it's these people who shape the world and bring culture to each community we are fortunate enough to serve.

**Values**

Encourage Trust

Have Fun

Show Kindness

Lead with Purpose

Commit to Excellence

If the above aligns with your values and career aspirations, we'd love to work with you

**The Role**:
As a Guest Experience Agent, you will be the first point of contact in creating memorable experiences for guests. From pre-visit communication to post-visit follow-ups, you will ensure every guest feels welcomed, valued, and excited about their experience. Your role will focus on engagement, relationship-building, and enhancing guest satisfaction while supporting Apres Pass membership growth.

**Responsibilities**:

- Reach out to all reservations before their visit to welcome guests and set the tone for an exceptional experience.
- Collaborate with marketing and digital teams to ensure all pre-arrival communication aligns with brand standards.
- Assist in coordinating group bookings by liaising with managers to ensure seamless handoffs and execution.
- Conduct regular atmosphere checks to ensure entrances are warm, inviting, and meet guest experience expectations.
- Follow up with departing guests within 48 hours to express appreciation, gather feedback, and encourage rebooking or membership engagement. Track follow-up outcomes to measure effectiveness.
- Introduce and encourage guests to join the Après Pass Membership through personalized engagement.
- Monitor guest reviews and feedback, assisting in efforts to enhance positive sentiment and reduce lower-rated reviews.
- Support the VIP program by fostering relationships with top guests and ensuring elevated service experiences.
- Ensure alignment with weekly and annual programming schedules.
- Maintain accurate and up-to-date guest records in the CRM to support ongoing relationship-building efforts.
- Other duties as reasonably directed.

**Requirements**:

- A passion for delivering outstanding guest experiences and building relationships.
- Strong communication and interpersonal skills.
- Ability to work collaboratively with multiple teams.
- Attention to detail and a commitment to upholding brand standards.
- Experience with CRM platforms is an asset.
- Experience in hospitality, guest services, or a related field is preferred.

**Wage and Team Perks**:

- $22 - $24 hourly wage based on experience and qualifications.
- 50% off F&B across our Gibbons Venues.
- 50% off for Team Members and 20% off for friends and family with The Adventure Group.
- 25% off for Team Members and 20% off for friends and family at The Adara.
- 20% off The Spa at Whistler.
- 3rd party perks at a variety of local businesses.
- Company events

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