EXPERIENCE COORDINATOR Woodland Estate

Great Blue Resorts owns and operates 10 private resort lakefront properties located throughout Ontario’s cottage country. These properties offer outright ownership of beautiful pre-manufactured seasonal recreational cottages. Our resorts have full facilities including community areas, swimming pools, splash pads, multi-sports courts, playgrounds and beaches.
Experience Coordinator Role
Position Overview
Creating unparalleled experiences for our Owners and Guests.
Are you an inspired, driven individual who believes in providing outstanding customer experiences and comes to work energized and ready to carry that spirit throughout the day? You truly appreciate the opportunity to work with people who encourage, challenge, and support one another to be their best. The Experience Coordinator role is designed to create unparalleled experiences for our Owners and Guests.
Summary

• Develop a thorough knowledge of the entire property, so you can direct rental guests and new owners to amenities
• Develop a thorough knowledge of and promote off-property recreational, educational, and cultural opportunities available to our owners and guests
• Develop and maintain positive, happy relationships with outside experience related vendors
• Manage all aspects of outside vendors providing services either on or off-property.
• Generate fun and exciting events calendars for activities and relevant cultural events
• Anticipate, secure, and manage inter-departmental needs for guest programming
• Be a team player, offering support to other departments as needed
• Enthusiastically Lead both on-property and off-property excursions
• Energetically assist in the creation of future tours for owners and guests
• Maintain all equipment necessary to execute tours safely

Key Responsibilities:
Enhancing Rental Guest & Cottage Owner Experiences
1. Host all guests to the resort from pre-arrival to departure:

• Perform 2-week out excitement call confirming all payment received, dates, number of people, energetically upsell any extras (pontoon ride, firewood, sales tour, etc.) and **book an arrival time**
• Day of arrival check all arrival cottages ensuring cleanliness
• Upon arrival, happily guide guests to their cottage and show them the ins and outs of staying at the cottage (during COVID, exterior only). Ensure they are comfortable with where the amenities are and direct them to the contact information sheet.
• Advise guests of your title and explain you are there to help them enjoy their vacation at our resort Be the point of contact if there are any questions/concerns during the guests’ stay and direct issues to the correct department.
• After departure, send a “thank you” (call or email) and request feedback on their stay (maybe have a link to our site), invite to book again, close the stay.
• Check cottage upon departure for any damages reporting anything to the front desk/GM

2. Coordinate all On a and Off Site Activities:

• Maintain all Activities Equipment for use by guests.
• Program and coordinate all activities on and off site
• Approach all encounters with guests and employees in an attentive, friendly, happy, courteous and service-oriented matter
• Develop a solid working knowledge of all necessary software programs for guest activity management
• Maintain a positive, happy and professional working relationship and promote open lines of communication with managers, employees and other departments.
• Report any work-related injuries to Human Resources
• Have a clean and neat appearance

3. Other responsibilities include (but are not limited to):

• Walk the beach and pool areas, chatting up interacting with owners and kids
• Put on impromptu games if there are quite a few at the beach
• Bring freezies to the sports court or ice-cold water when people are playing tennis (not every day)
• On a Friday afternoon stand at the resort entrance and enthusiastically welcome owners & guests for the weekend

Qualifications
1. Possess a high energy¸ positive and happy attitude
2. Out-going, friendly and possesses the gift of gab
3. Ability to give attention to detail
4. Ability to handle multiple tasks
5. To be available to work evenings, weekends and holidays
6. Good judgement with the ability to make timely and sound decisions
7. Commitment to excellence and high standards
8. Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm
9. Strong organizational, problem-solving, and analytical skills
10. Ability to manage priorities and workflow
11. Strong communication skills
12. Ability to work remotely and unsupervised
13. Ability to effectively communicate with people at all levels and from various backgrounds
HAPPINESS
The Experience Coordinator is responsible for achieving Happiness of Owner, Guest & Staff through strategic customer management.
1. People management
a. Happiness scores of 90%
b. Positive Social Media reviews
c. Thank You communications from Owners and Guests
d. 50% Seasonal Staff Retention
e. No negative feedback from Vendors and other parties working or visiting the resort
f. Overall positive staff environment
Great Blue Resorts is committed to employment equity regardless of national or ethnic origin, color, religion, gender, sexual orientation, age or disability. Great Blue Resorts welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.