Guest Experience Representative

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 you 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?

We have multiple opportunities (which may include full time, part time, term or temporary) for Guest Experience Representatives in the Passenger Experience Department to deliver a world-class experience at YVR through exceptional front-line guest service. Successful candidates will provide directional assistance, help our guests with disabilities, support guests at YVR’s connections and arrivals processes, as well as queue management and assist with lost & found inquires.

This position is based with assigned daily schedules that range from 6 hours to 10.75 hours with the opportunity to pick up additional shifts. Shift start times are dependent on operational needs and include evenings, weekends, and graveyard shifts. The ideal candidate is flexible and available for the shift schedule they are assigned.

Key responsibilities include:

• Proactively engage guests and seek opportunities to support and assist that will ensure every guest has a remarkable travel experience at YVR.
• Support all aspects of the passenger journey at YVR including the arrivals, departures and connections processes, advising and directing guests through appropriate airport process when arriving or connecting.
• Provide support and assistance for people with a disability.
• Assist the Airport Operations team with wayfinding, queue management and facilitating the efficient flow of guests at the direction of Supervisors, Terminal Duty Officers and/or Airport Operations Managers.

Key qualifications include:

• Two to five years’ recent, related experience in customer service supplemented by a high school diploma; or an equivalent combination of training and experience.
• Good understanding of airport operations and/or passenger processes, or has worked in a dynamic, busy operational environment.
• Exceptional guest service and problem-solving skills; excellent interpersonal skills, with experience handling guest concerns in a professional and empathetic manner, along with excellent attention to detail and ability to multi-task in a fast-paced airport environment.
• Fluency in another language, preferably French, is considered a strong asset.
• Able to perform physical tasks, including extended periods of walking, standing, and occasional lifting, pulling, or moving of heavy objects such as baggage carts or wheelchairs.
• Proficient with computers and technology, with a base level of competency equivalent to working in an office environment, including familiarity with common software applications.

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.

Salary Range : $48,683 to $63,628 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.

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].