Zone Lead, Guest Experience

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. The Guest Experience team plays an integral part in delivering an outstanding airport experience, while also ensuring key areas of our airport’s operation are supported. We believe that people travelling at YVR are our guests, not customers or passengers, because we know YVR is a place of welcome and connection. Our Guest Experience team’s purpose is simple: to do our very best for every person we meet.

Position overview

Are you passionate for service and helping others? Are you a proactive problem-solver who loves working with people? Do you believe we can elevate a traveller’s experience at YVR by going above and beyond their expectations? Do you enjoy a dynamic work environment where no two days are the same? Are you keen to take a leadership role to provide a smooth and efficient passenger process at YVR?

As a Zone Lead, Guest Experience, you will provide daily leadership to deliver an outstanding guest experience in key operational locations at YVR. You will take initiative and seek to find opportunities to elevate the guest experience, while also delivering operational zone plans, reviewing real-time data to best anticipate operational needs.

These positions are shift based and shifts are 10.75 hours. Shift start times are dependent on operational need and include evenings and weekends. The ideal candidate is flexible and available for the shift schedule they are assigned, with a significant amount of time spent standing and walking in this role.

Key responsibilities include:

• Proactively support and assist guests to deliver a remarkable guest experience. This includes providing business support to all terminal areas, as required.
• Lead and dispatch zone teams to support key operational areas, processes and guest experience by effectively delivering Zone Plans.
• Exceptional teamwork and collaboration skills are required as Zone Leads must function as a cohesive unit to meet operational demands and mitigate risks.
• Liaise and collaborate with Guest Experience Supervisors, Airport Operations, airlines, tenants and agency partners to anticipate operational demands and deliver a seamless travel experience.
• Provide leadership and support for Guest Experience Representatives, Green Coats and contractors positioned in operational zones.
• Able to perform physical tasks, including extended periods of walking, standing, and occasional lifting, pulling, or moving of heavy objects such as carts or stanchions.
• Proficient with computers and technology, with a base level of competency equivalent to working in an office environment, including familiarity with common software applications.

Key qualifications include:

• Exceptional customer service and problem-solving skills supplemented by the completion of at least one year of post-secondary education; or an equivalent combination of training and experience.
• Ability to lead a team.
• Proven ability to resolve conflicts in emergency and high stress environments, while handling customer concerns in a positive and empathetic manner.
• Strong communication skills, with the ability to utilize data to make key decisions.
• Good knowledge of airport operations processes and key stakeholders.
• Strong technological skills including using Microsoft Suite (Teams, Outlook, SharePoint).
• Fluency in another language, preferably French, is considered a strong asset.

Shift work is required as the department operates on a 24-hour, 7 days/week basis.

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.

Note: Applications will be thoroughly reviewed, and shortlisted candidates will be placed on our eligibility list for current and future opportunities, including full-time, part-time, permanent, term, and temporary positions.

Salary Range: $58,191 to $76,048 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 https://careers.yvr.ca/benefits.

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 [email protected].