Guest Experience Coordinator

Department

Gathering Place by the Grand

Location

The Gathering Place

Position Type

Full-Time 35 hour work week

Salary

$20.58

Date

2024.11.14

Description

**SALARY**:$20.58 per hour

**POSITION TYPE**: Full-Time Permanent - 40 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 will be the first point of contact for our guests. They are responsible for managing bookings, facilitating contract execution and reconciliation and other administrative and operational services to ensure a smooth and positive experience for those visiting our sites. The Guest Experience Coordinator will look for opportunities to improve the guest experience while providing a high level of customer service to guests. Including oversight of event execution, meeting guests and responding to inquiries. 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**
- Act as first point of contact for guest experience including greeting guests as they arrive at SNGRDC properties where necessary.
- Working with third parties to build preferred vendor lists for event execution.
- Responsible for the management of contract execution, payments, and invoicing.
- Assist clients with the planning process including upselling and suggestions that enhance their experience.
- Assist in counting, recording, and reporting all received revenue.
- Organizes reservations for guests and ensures all areas of bookings are in immaculate condition.
- Plan, organize and finalize all event details for group booking, corporate and social events.
- Completes ongoing customer service training and programming training to properly serve guests and answer customer questions.
- 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.
- Ensure that SNGRDC sites remain professional, welcoming, and accessible.
- Addresses Guest concerns and resolve matters in a timely manner. Documents concerns and seeks long term resolutions for continued service improvement.
- Provides information on local businesses, organizations, and attractions as necessary.
- Performs in-person welcome visits to ensure guest experience is exceptional.
- Update and maintain 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.
- Work flexible hours, i.e., weekdays, evenings, weekends, holidays based on confirmed rentals and events.
- Works closely with internal departments to ensure smooth experience and execution of all events.
- Ensure client satisfaction with the service and delivery of events.
- Assist with other duties as needed.

**ADDITIONAL SKILLS AND ABILITIES**:

- Professionally represents and promotes SNGRDC while building relationships with guests.
- Knowledge of Six Nations history and culture or a willingness to learn.
- 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 workdays, 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, 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
- 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 benefits, create emplo