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Guest Experience Coordinator

2 months ago

Stony Plain, Canada CMH Heli-Skiing Full time
Job Title: Guest Experience Representative

CMH Heli-Skiing & Summer Adventures is seeking a highly skilled Guest Experience Representative to join our team in Calgary, Alberta.

Job Summary

The Guest Experience Representative will be responsible for coordinating all logistics related to the transportation of guests between key meeting points and CMH staging areas. This role requires a keen eye for operational details, and an ability to problem-solve and adapt to unforeseen circumstances.

Key Responsibilities
  • Coordinate all exchanges and transfers to and from CMH staging areas and key meeting points.
  • Perform administrative tasks pertaining to guest transfers and exchange day operations.
  • Monitor and process guest and lodge communications related to transportation.
  • Coordinate the on-coach food and beverage program.
  • Act as a point-person for seasonal Coach Host staff accompanying guests on the coach.
  • Follow-up on guest inquiries with a solution-focused mindset.
  • Problem-solve logistical changes and impacts from road closures and delays.
  • Create exceptional guest moments as the first and last point of contact for the CMH experience.
  • Follow OH&S, food safe, and WHMIS best-practices.
  • Participate in and provide support, as required, during emergency response situations.
  • Support guests and employees in the field program as needed.
Requirements
  • Post-secondary education related to transportation and logistics, preferred.
  • Practical, hands-on experience with logistics coordination.
  • Experience with data entry, and a strong knowledge of Microsoft Excel, Outlook, and Word.
  • Experience with high-end or luxury customer service, preferred.
Competencies, Knowledge, Skills, Abilities, and Other Qualities
  • Demonstrates integrity, discretion, and problem-solving.
  • Has clear attention-to-detail with a strong work ethic.
  • Seeks and embraces new processes and ideas to help the company succeed.
  • Willingness to work long days and flexible to assist in other roles at the lodge, as needed.
  • Communicates in an effective and timely manner and incorporates diverse viewpoints into communications.
  • Able to openly receive and act on feedback.
  • Takes initiative and demonstrates the ability to make quick, informed decisions.
  • Able to prioritize tasks in a complex and fast-paced environment with seasonal workload fluctuations and changing priorities.
  • Trustworthy, goal-oriented, respectful, and self-directed in completing the core functions of the role.
  • Sees tasks through to completion including follow-up on any identified issues.
  • Uses industry and company expertise to advance CMH's goals and values while enhancing the guest experience.
  • Inclusive of differences in people and perspectives to best serve employees and guests.
  • A passion for customer service excellence and providing a high-end guest experience.
  • Takes pride in hard work, strives for excellence, and anticipates guest needs.
  • Positive and collaborative working style with an ability to build meaningful relationships with key internal and external stakeholders.
  • Proven ability to maintain confidentiality and professional working relationships with peers.
  • Strong sense of work ethic and accountability, with an ability to function well in a team environment and focus on team success.
Working Conditions
  • This position is required to work a variety of evenings, weekends, and holidays based on the needs of the business. This role will also require early mornings and/or late evenings during operating season(s).
  • Able to lift, carry, or otherwise move and position a minimum of 40 pounds on a regular basis.
  • Manual dexterity to operate a computer and other office equipment on a constant basis.
Benefits and Perks
  • Medical and dental benefit eligibility after 160 days worked.
  • Group Savings Plan eligibility after 160 days worked.
  • 6 paid sick days per year.

CMH is an equal opportunity employer.