Job Description

YVR connects our beautiful province and all it offers to the world. We are a place of connection and a destination for our community to gather. Passenger Experience is an integral part to of YVR\xe2\x80\x99s mission of delivering a memorable travel journey for our guests. The Passenger Experience team drives effortless travel for our guests, while also providing an experience that is reflective of YVR, the partnership with Musqueam and commitment to service excellence. Position overview Are you someone who is passionate about empowering individuals to deliver exceptional guest experiences? Do you enjoy developing and delivering effective training programs? If so, we have an exciting opportunity for you at YVR! Reporting to the Director, Guest Experience, the Manager, Guest Experience Training will develop and execute our overall strategy and roadmap for Guest Experience, focusing on the training and on-going growth of the team, proactively assessing needs and assisting individuals with developing customized learning plans and solutions to transform the way that YVR delivers guest service. You will ensure alignment of every aspect of the passenger journey, from their arrival to after their departure, ensuring YVR\xe2\x80\x99s experience is unique, consistent, and exceeds their expectations. Key responsibilities include:

• Collaborate with the Manager, Learning and Development and Guest Experience Trainer to develop and improve the Guest Experience (GX) training programs
• Coach leaders on identifying what specific behaviors their teams/employees need to contribute to service excellence and guest satisfaction
• Examine existing processes and create strategies to enhance and enrich the guest experience through analysis of guest feedback and other established metrics
• Serve as a strong consultative partner across business and delivery lines at YVR to continuously improve and scale exceptional customer service delivery.

Key qualifications include:

• Minimum 5 years of relevant progressive experience in creating and implementing customer-centric training programs, supplemented by a post-secondary degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration or a related field; or a combination of training and experience
• Over 4 years of experience in leading a team
• Proven presentation, group facilitation skills; adept at engaging and teaching to various adult learning needs
• Strong experience in customer service and/or guest experience leadership with a solid understanding of customer data and drivers of customer satisfaction
• Significant computer skills including Microsoft Office applications, and developing online training modules and course content

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. 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\xe2\x80\x99re 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. We strive to provide an environment that reflects the diversity of our communities, allowing us to better serve them. Whatever your background and wherever you\xe2\x80\x99re from, you belong at YVR. We want to make sure you truly belong and help you reach your full potential. If you have any questions about accessibility or require any assistance applying, please reach out at careers@yvr.ca. Join us on this journey as we continue to transform our airport to better serve our communities.