About Us: Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”.

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 remarkable 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

We thank all who apply however only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email recruiting@sunwing.ca