Guest Support Coordinator (12-Month Contract)

Job Description:

The Opportunity:WestJet Vacations is currently searching for a hard-working, highly organized team player for the role of Guest Experience Coordinator (Experience Delivery). Experience Delivery assists in the resolution of WestJet Vacations guest issues pre-travel, in-destination and throughout other guest touch points. The successful candidate will work collaboratively with internal teams (including WVI Product and Operations teams, Destination Experience Representatives, Regional Managers, WVI Contact Centre team members, WVI Guest Experience Team, WestJet Sales team members, a variety of WestJet and Sunwing teams), as well as external partners (including Destination Management Companies and hotel partners) to deliver a respanable end to end vacation experience for our guests.   What You’ll Do:Facilitate requests from Regional Managers (RM), Destination Experience Representatives (DER)and Destination Management Company (DMC) Representatives with guest issues in destination (i.e. hotel re-accommodation/moves, flight modifications), providing guidance and support on guest recovery Collaborate with WVI head office teams to develop and coordinate hotel re-accommodations pre-travel (i.e. missed stop sells) Work closely with the WestJet Vacations team to problem solve, provide product and systems knowledge, and support Ensure positive guest feedback is communicated with Regional Managers and Destination Experience representatives, and Destination Management Companies, through Leaders Monitor and review effectiveness of existing WVI guest promises and procedures and recommend strategies for reducing gaps in guest experience Identify trends and collaborate with the WVI Product team on guest identified supplier related issues in destination and pre-travel Advise and assist the WestJet Vacations Contact Centre agents and Team Leaders in the resolution of Pre-Travel and In-Destination guest questions, concerns, and issues Complete daily and weekly tasks associated with bookings pre-travel Interact with internal teams and external suppliers regarding reservations, cancellations, and modifications of bookings pre-travel, monitor timelines and trends, and escalate as required Assess and prioritize tasks based on time sensitivity and possible guest impact Other duties as assigned by WestJet Vacations Head Office    What You’ll Need: A minimum of 2-3 years’ experience in customer service, ideally within the travel industry and preferably in a guest facing role at WestJet. Proven ability to manage work effectively in a time-sensitive environment while handling multiple tasks, deadlines and priorities. Strong proficiency in desktop applications (including Microsoft Word and Excel); strength in Sabre Sonic and Soft Voyage(TTS), and Sabre will be considered essential skills for this recruit Completion of a post-secondary degree/diploma an asset Travel agency and/or tour operator experience an asset Applicants must have the following professional strengths: Exceptional interpersonal communication, with strong verbal and written communication skill Acute attention to detail and accuracy in completion Strong problem solving and decision-making skills in difficult situations Self-motivated, responsible, and dependable, able to work autonomously Proven experience developing professional and successful business relationships    Additional Notes: The Experience Delivery Support team works 365 days per year, M-F 6am-7pm and S-S 7am-530pm Specialists work a rotational schedule which includes weekends and holidays Schedule is subject to change with operational needs

Job Ident #: 349

Company Details

Sunwing Airlines

27 Fasken Drive
Toronto, Ontario M9W 1K6 Canada
www.sunwing.ca/en/sunwing-airlines

As a multiple award-winning leisure carrier, we offer Canadians more direct flights to the sunny south than any other leisure airline across the country. Our fleet is one of the newest and most fuel-efficient fleets in Canada, comprised of over 40 Bo...

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Calgary, Alberta, Canada

Type

Permanent

Company Details

Sunwing Airlines

27 Fasken Drive
Toronto, Ontario M9W 1K6 Canada
www.sunwing.ca/en/sunwing-airlines