Supervisor, 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. 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 overview**

Are you passionate for service and helping others? Are you keen to take a leadership role to provide a smooth and efficient passenger process?

**Key responsibilities include**:

- Daily leadership of more than 35 Guest Experience team members on shift, providing exceptional communication, in-the-moment feedback, on-the-floor training, as well as coaching to motivate and support the team in delivering exceptional service.
- Deliver exceptional hospitality consistently to our guests and accountable for the day-of operation and delivery of the Guest Experience program.
- Responsible for liaising with various internal and external stakeholder groups to review and coordinate guest experience operational support.
- Collaborate with key operational teams and agency partners to coordinate frontline staff in supporting and/or resolving operational issues and irregular operations.
- Understand and interpret data to anticipate day-of resource and program needs
- Responsible for de-escalating passenger concerns and identifying guest service recovery opportunities.
- Lead the delivery of YVR’s VIP Office of Protocol program.
- Overseeing the day-to-day operations of the Lost and Found program
- Acts as a conduit between Guest Experience management, program team and the front-line teams.

**Key qualifications include**:

- At least two (2) years recent, related experience supplemented by one to two years of post-secondary schooling in business management, hospitality or airport management; or an equivalent combination of training and experience
- Strong, proven leadership skills with the ability to coach, train, and provide feedback to ensure positive team morale
- Proven experience supervising a team in a dynamic, fast-paced operational environment
- Has the expertise in proactive customer service including effectively and successfully de-escalating and resolving complaints
- Other skills and requirements include:

- An authentic leader who can supervise, coach, support, mentor and communicate effectively with a large, diverse team
- Guest-first mindset with an optimistic, can-do attitude
- Ability to deliver exceptional hospitality to our guests
- 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

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

**Salary Range **:$68,011 to $88,886 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.

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