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    Specialist, Guest Experience - Vancouver, Canada - Vancouver Airport Authority

    Vancouver Airport Authority
    Vancouver Airport Authority Vancouver, Canada

    1 week ago

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    Description

    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

    Do you have passion in delivering a safe and exceptional guest experience?

    We have a permanent, full-time opportunity for a Specialist, Guest Experience with the Guest Experience team. Reporting to the Manager, Guest Experience, the successful candidate will be responsible for managing, reviewing, responding and resolving guest feedback as well as leading and implementing our Government Courtesies and VIP program. As a key member of the Guest Experience team, the Specialist, Guest Experience supports accessibility initiatives and appreciation programs, as well as overseeing the Guest Experience uniform program.

    Key responsibilities include:

    • Respond to escalated guest emails, letters, social media responses, in-person communications and phone calls in a timely manner which may include working with other departments and investigating specific events to determine and recommend an appropriate response and resolution.
    • Review entries made into the YVR corporate system and reporting any customer service trends to internal departments and senior management.
    • Provide guest service and operational guidance for the Guest Experience team
    • Plan and coordinate dignitary meet and greet services, special events and guest experience programs
    • Oversee programs/services including YVR stars recognition program and assist in providing orientation tours for external organizations
    • Participate in service quality reviews of public spaces within the terminal and participate in irregular operations.
    • Guest Experience project work and team support as required, including overseeing the Guest Experience uniform program such as working with suppliers, inventory management, coordinating tailoring and cleaning.

    Key qualifications include:

    • 3-5 years of recent, related experience supplemented by completion of bachelor's degree or other post-secondary education with a focus on communications, operations or business; or an equivalent combination of training and experience.
    • Proven professional writing and communications experience specific to customer relations – with a minimum of one to two years' experience – for both written and verbal responses.
    • Direct and recent experience in delivering outstanding customer service in an operational environment.
    • Expert communication, problem-solving skills in to order to resolve customer complaints and customer service issues, while remaining calm under pressure
    • Solid understanding of airport processes and services (e.g., US Customs and Immigration, Canada Customs, facility, airline industry, accessibility, etc.)
    • Strong organization skills, project management experience and attention to detail
    • Excellent communication, conflict resolution and interpersonal skills with the ability to handle complex situations with diplomacy.
    • Experience working collaboratively and effectively with both internal and external stakeholders, business partners, government agencies including embassies and consulates.
    • Fluency in French (written and/or verbal) is considered an asset.

    This position is open to both Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

    As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

    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.

    At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at

    Please note that availability may vary based on employment type and is subject to certain eligibility requirements and potential changes by YVR.

    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.

    Whatever your background and wherever you're from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at

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