Guest Experience Coordinator (Part Time)

Company: Six Nations of the Grand River Development Corporation

SALARY: $21.00 - $23.00 per hour

POSITION TYPE: Permanent Part Time 0-44 hours per week

SECURITY CLEARANCE: Police Record Check Required upon Offer

DESIRED EDUCATION: Secondary

GUEST EXPERIENCE COORDINATOR

SUMMARY

Reporting to the Park and Banquet Manager, the Guest Experience Coordinator (GEC) is the first point of contact for guests and clients across Six Nations of the Grand River Development Corporation (SNGRDC) properties.  As the first point of contact, the incumbent is responsible for managing guest arrival and departures at SNGRDC properties. The GEC is responsible for delivering positive guest experiences by managing accurate and timely check-ins and check-outs, processing reservations, responding to guest inquiries, and resolving concerns or problems in a professional, courteous, and timely manner. Provide optimal service to all guests by anticipating needs and looking for opportunities to improve the overall guest experience. The position requires strong organizational and communication skills, attention to detail, and the ability to balance multiple priorities in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Administrative & Operational Support

• Coordinate reservations by maintaining accurate records, accurate guest accounts and intake forms, and payment transactions.
• Maintain and update guest, client, and event records; prepare regular reports on revenue, occupancy, and guest satisfaction.
• Coordinate with vendors, internal departments, and housekeeping to ensure readiness of spaces and smooth event execution.
• Process daily check-in/out reporting, reservation logs, and auditing of event-related services.
• Develop and maintain guest information resources (i.e., activity guides, signage, transportation info, vendor lists).
• Draft company correspondence for guest thank-you notes, and all required follow-up communications to clients.
• Communicates with housekeeping/cleaning services in order to effectively address late check-outs, early check-ins, extended stays, unexpected departures, and unforeseen circumstances.

Guest Services & Communication

• Conduct site tours for potential clients and provide event-related information.
• Address and resolve guest concerns with discretion and tact; document feedback for long-term service improvements.
• Provide information on local businesses, community organizations, and attractions.

Event & Experience Coordination

• Plan, organize, and finalize event details for group bookings, conferences, corporate, and social events.
• Support on-site event execution, including client check-ins, walk-throughs, and post-event follow-ups.
• Assist in event/meeting set-up (linens, décor, coffee service) and work with Customer Service Representatives.
• Assist in event/meeting tear-down (removal of linens, décor, coffee service) and work with Customer Service Representatives.
• Coordinate catering requests with Food Services well in advance.
• Conduct inspection of facilities and event spaces, ensuring they meet client expectations and organizational standards.
• Assist with emergency response when necessary by contacting the appropriate services.
• Work flexible hours, specifically, evenings, weekends, and holidays

ADDITIONAL SKILLS AND ABILITIES

• Knowledge of Six Nations history and culture or a willingness to learn.

• Ability to communicate clearly, in a friendly, and attentive manner.
• Work independently or as a team member.
• Ability to solve issues, concerns or problems.
• Reliable, well-organized, detail-oriented, and customer-focused with the ability to anticipate guest needs.
• A strong work ethic with a focus on attention to detail.
• Able to workdays, afternoons, evenings, as well as weekends and holidays.
• The ability to perform well under pressure and to assess and prioritize workload.

EDUCATION / EXPERIENCE

Minimum Requirements:

• College Diploma in an applicable field such as Tourism, Hospitality, Office Administration, Event Management/planning

OR

• GED with five (5) years’ experience in the tourism, hospitality or customer service industry
• Strong knowledge of local community, area, and region
• Valid “G” Driver’s License and transportation
• Good verbal and written communication skills
• Strong administrative capabilities and knowledge Microsoft Office programs, and computerized reservation and billing systems.
• Must pass a police record check
• Willingness to learn, accept change, and adapt to new ideas, business concepts, and cultures
• Flexible (extra hours may be required on occasion)

IMPACT OF ERROR

Error in judgement may lead to loss of credibility, poor public relations, public confidence, and misinformation resulting in embarrassment and potential liability to the Six Nations of the Grand River Development Corporation.

CULTURE

The purpose of the Development Corporation is to enhance Six Nations to derive economic benefits, create employment for community members and generate income to support community priorities.

Six Nations of the Grand River Development Corporation will pursue economic self-sufficiency without sacrificing the cultural values and integrity of the Six Nations People.

EXTERNAL/INTERNAL RELATIONSHIP                                                                                                

All Guests, Community Members, Tourism Partners, Third party vendors, Internal Team Members

WORK ENVIRONMENT

• This position requires normal physical effort
• This position requires normal visual/sensory effort
• This position typically operates in a generally agreeable work environment
• < 20% of position may require working outdoors in all weather

REPORTS TO

Park and Banquet Manager

ACCOMMODATIONS

At Six Nations of the Grand River, we are committed to diversity and inclusion as we continue and expand our efforts to become a more inclusive, safe, and respectful workplace. Human Resources will accommodate any needs under the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). Recruitment processes will be modified to remove barriers to accommodate those with disabilities, as may be requested and/or required by law.  If you require accommodation during any phase of the recruitment and selection process, please reach out to Human Resources at hrdept@sndevcorp.ca.

NOTE: If you are unable to apply through the website, resumes can be dropped off at the Administration building between 9:00am and 4:00pm Monday-Friday.