Guest Experience Coordinator- Full-time Permanent

Department

Gathering Place by the Grand - 330

Location

The Gathering Place

Position Type

Full-Time 35 hour work week

Salary

$50,000.00-$53,500.00 per annum

Date

2025.10.06

Description

**SALARY**:$50,000.00-$53,500.00 per annum

**POSITION TYPE**: Full-Time Permanent - 35 hours per week

**SECURITY CLEARANCE**: Police Record Check Required upon Offer

**DESIRED EDUCATION**: Secondary

**GUEST EXPERIENCE COORDINATOR**

**SUMMARY**:
Reporting to the Park and Banquet Manager, the Guest Experience Coordinator (GEC) is the first point of contact for guests and clients across Six Nations of the Grand River Development Corporation (SNGRDC) properties. As the first point of contact, the incumbent is responsible for managing guest arrival and departures at SNGRDC properties. The GEC is responsible for delivering positive guest experiences by managing accurate and timely check-ins and check-outs, processing reservations, responding to guest inquiries, and resolving concerns or problems in a professional, courteous, and timely manner. Provide optimal service to all guests by anticipating needs and looking for opportunities to improve the overall guest experience. The position requires strong organizational and communication skills, attention to detail, and the ability to balance multiple priorities in a fast-paced environment.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Administrative & Operational Support**
- Manage reservations by maintaining accurate records, accurate guest accounts and contracts, and payment transactions.
- Manage various event contracts, invoicing, and accurate and timely processing of payments in an manner.
- Maintain and update guest, client, and event records; prepare regular reports on revenue, occupancy, and guest satisfaction.
- Coordinate with vendors, internal departments, and housekeeping to ensure readiness of spaces and smooth event execution.
- Process daily check-in/out reporting, reservation logs, and auditing of event-related services.
- Develop and maintain guest information resources (i.e., activity guides, signage, transportation info, vendor lists).
- Draft company correspondence for guest thank-you notes, and al required follow-up communications to clients.
- Communicates with housekeeping/cleaning services in order to effectively address late check-outs, early check-ins, extended stays, unexpected departures, and unforeseen circumstances.

**Guest Services & Communication**
- Conduct site tours for potential clients and provide event-related information.
- Address and resolve guest concerns with discretion and tact; document feedback for long-term service improvements.
- Provide information on local businesses, community organizations, and attractions.

**Event & Experience Coordination**
- Plan, organize, and finalize event details for group bookings, conferences, corporate, and social events.
- Support on-site event execution, including client check-ins, walk-throughs, and post-event follow-ups.
- Conduct inspection of facilities and event spaces, ensuring they meet client expectations and organizational standards.
- Assist with emergency response when necessary by contacting the appropriate services.
- Work flexible hours including evenings, weekends, and holidays based on confirmed rentals and events.

**ADDITIONAL SKILLS AND ABILITIES**:

- Knowledge of Six Nations history and culture or a willingness to learn.
- Ability to communicate clearly, in a friendly, and attentive manner.
- Work independently or as a team member.
- Ability to solve issues, concerns or problems.
- Reliable, well-organized, detail-oriented, and customer-focused with the ability to anticipate quest needs.
- A strong work ethic with a focus on attention to detail.
- Able to workdays, afternoons, evenings, as well as weekends and holidays.
- The ability to perform well under pressure and to assess and prioritize workload.

**EDUCATION / EXPERIENCE**

Minimum Requirements:

- College Diploma in an applicable field such as Tourism, Hospitality, office administration, Event Management/planning

OR
- GED with five (5) years’ experience in the tourism, hospitality or customer service industry
- Strong knowledge of local community, area, and region
- Valid “G” Driver’s License and transportation
- Good verbal and written communication skills
- Strong administrative capabilities and knowledge Microsoft Office programs, and computerized reservation and billing systems.
- Must pass a police record check
- Willingness to learn, accept change, and adapt to new ideas, business concepts, and cultures
- Flexible (extra hours may be required on occasion)

**IMPACT OF ERROR**

Error in judgement may lead to loss of credibility, poor public relations, public confidence, and misinformation resulting in embarrassment and potential liability to the Six Nations of the Grand River Development Corporation.

**CULTURE**

The purpose of the Development Corporation is to enhance Six Nations to derive economic bene