Guest Experience Coordinator

Description:
WAGE: $23.07 per hour

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 Chiefswood Park Manager, the Guest Experience Coordinator will act as the first point of contact for guests, manage the daily guest interactions, and provide a high level of customer service standard. The Chiefswood Park Guest Experience Coordinator will lead in the promotion of activities specific to the Park and look for opportunities to expand and improve the Chiefswood Park cabin experience. The Guest Experience Coordinator will work within the policies and procedures established by the Six Nations of the Grand River Development Corporation.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Reporting concerns and issues to the appropriate manager (Chiefswood Park and/or Six Nations Tourism) when necessary.
- Makes and takes reservations, assists with luggage where necessary, and ensures accommodations are in an immaculate condition.
- Completes ongoing customer service training and Chiefswood Park programming training to properly serve guests and answer customer questions.
- Ensure happy and professional customer service and that the visitor experience at Chiefswood Park is a positive one.
- Ensure seamless guest cabin access including contactless check-in (where requested,) payment and security deposit processing, and updated door code availability.
- Communicates with housekeeping/cleaning services in order to effectively address late check-outs, early check-ins, extended stays, unexpected departures, and unforeseen circumstances.
- Works to attain the best occupancy and average daily rate possible, assessing bookings and attempting to upsell.
- Implement access to amenities and guest experiences aimed at increasing traffic. Provides community and service information, event details, Park programming, and local activity information. When necessary, arranges tours, travel, and transportation, tickets, bookings/reservations, and appointments.
- Ensure that Chiefswood Park remains professional, welcoming, and accessible.
- Amicably address and document guest concerns and maintain this list for continued service improvement. Work with other SNGRDC departments where necessary to do so.
- Promote Chiefswood Park facilities and amenities and Six Nations Tourism properties, activities, and interests as a destination through guest relationship-building.
- Inform guests on local businesses, organizations and attractions.
- Plans and arranges the necessary details, accommodations blocks, and team support needs for VIP stays, group requests, and events being held at the Park by community members, internal programming, and external groups.
- Performs in-person welcoming cabin visits to ensure guest experience is exceptional.
- Update guest records.
- Where necessary, responds to emergency calls by guests and community members and makes calls on their behalf for necessary paramedics, fire, and/or police services.
- Operates the Park office computer and booking system, posting guest charges and payments incurred during their shift. Receives, records, and reports all revenue as required.
- Assists Park management in developing guest service targets by providing input regarding operations and amenities.
- Assist with other Park related duties as needed.

***:
**ADDITIONAL SKILLS AND ABILITIES**:

- Professionally represents and promotes Chiefswood Park while building relationships with guests
- Ability to communicate clearly and effectively
- Work independently or as a team member
- Proactive with the ability to problem solve and anticipate needs
- Reliable, well-organized, detail-oriented, and customer-focused
- A strong work ethic with a focus on attention to detail
- Works well under pressure in a changing environment
- Able to work days, afternoons, evenings, as well as weekends and holidays
- Well-groomed and professional at all times
- 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, Recreation, Heritage Studies, and Hospitality.

OR
- GED with five (5) years’ experience in the tourism 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
- Knowledge of standard Microsoft Office programs
- 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 Corp