Guest Experience Lead, Hospitality Operations

This competition is restricted to internal applicants of the University of Alberta. Please indicate your internal status using the “Advertisement” drop down menu when applying.

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits .

Location – This role is in person at the University of Alberta Botanic Garden.

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Working for the University of Alberta Botanic Garden

With passionate, purposive, and resourceful as its foundational values, the University of Alberta Botanic Garden (UABG) is on a mission to connect people with nature, the earth, and the essence of life. The University of Alberta Botanic Garden is a stunning 240-acre award-winning visitor attraction located 15 minutes southwest of Edmonton, with cultivated gardens and plant collections, indoor showhouses, and extensive natural areas. Highlights of the University of Alberta Botanic Garden, which was established in 1959, include the world-renowned and award-winning Aga Khan Garden; the Kurimoto Japanese Garden; a tropical showhouse with exotic butterflies; temperate and arid showhouses; alpine, herb, rose, peony, lilac, lily, and primula collections; Native Peoples Garden; trial beds and much more. We are passionate about connecting people with the earth so they cherish the essence of life. The Garden’s four strategic pillars supporting this connection are:

• being a flourishing and diverse botanic garden
• nurturing our communities
• learning through discovery
• cultivating transformational experiences

Position 

Reporting to the Guest Experience Manager, the Guest Experience Lead: Hospitality Delivery is responsible for ensuring that the guest experience team is delivering consistent world-class experiences to the Botanic Garden’s clients and guests. The primary responsibility will be to oversee and coordinate the end-to-end execution of bookings, placing a strong emphasis on hospitality delivery. This role leads a dynamic team dedicated to crafting personalized and exceptional guest experiences, from the initial booking process to on-site coordination. This role extends beyond traditional booking management, as it cultivates relationships with clients, gathers feedback, and continuously seeks opportunities to enhance our hospitality services.
Collaborating closely with various departments, this role involves optimizing facility usage, anticipating guest needs, and resolving any challenges that may arise during their stay. This role requires a commitment to excellence and proactive approach which contributes to maintaining our reputation as a premier destination for unparalleled hospitality.

Duties 

• Oversees the end-to-end execution of bookings for the facility.
• Ensures that facilities are prepared and maintained to the highest hospitality standards for guest arrivals.
• Collaborates with various departments to ensure efficient and widespread utilization of UABG facilities, maximizing their availability.
• Monitors and enhances guest services, ensuring a positive and memorable experience.
• Assign daily tasks to Guest Experience Representatives based on their strengths and expertise and development desires and needs.
• Conduct regular cross-training sessions for team members to ensure flexibility and capability in handling various aspects of the guest experience.

Minimum Qualifications

• High School Diploma
• 2 years of experience in the hospitality industry.
• Experience in coordinating bookings and managing guest services.
• Ability to lead and motivate a team effectively.
• Strong interpersonal skills with the ability to communicate and collaborate with diverse teams.
• Excellent organizational and multitasking abilities to manage bookings and team activities efficiently.
• Strong customer service orientation with a dedication to providing an exceptional guest experience and memorable moments.

Preferred Qualifications

• IntelliLeisure knowledge an asset;
• Experience and understanding of Google Suite an asset;
• Standard First Aid (within 3 years) and CPR C Certification (within 1 year) an asset;
• Valid Class 5 driver’s license is an asset.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.