Guest Experience Lead, Hospitality Operations

Competition 1375

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 at 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 FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

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 UABG 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 UABG, which was established in 1959, include the world-renowned and award-winning Aga Khan Garden, the Kurimoto Japanese Garden, showhouses (tropical, temperate, and arid); collections (alpine, herb, rose, peony, lilac, lily, and primula), Indigenous Peoples Garden, trial beds, and much more. We are passionate about connecting people with the earth so they cherish the essence of life. The UABG’s guiding philosophy is encompassed as:

Purpose:  Connecting plants and people, which is our passion

Best At:  Creating an environment that nurtures well-being

Economic Engine:  Cultivating long-term relationships

Position 

Reporting to the Guest Experience Manager, the Guest Experience Lead: Hospitality Operations is responsible for ensuring that the Guest Experience Team (GET) is delivering consistent world-class experiences to the UABG’s clients and guests. The primary responsibility will be to oversee and coordinate the execution of bookings, placing a strong emphasis on hospitality delivery. This role leads a dynamic team dedicated to crafting personalized and exceptional guest experiences, and is integrated into the booking process from sales to on-site coordination to collecting feedback, with a focus on execution. This role extends beyond traditional booking management, as it cultivates relationships with clients, maintains a pulse on the people (staff and guests) and portfolio, and continuously seeks opportunities to enhance our hospitality services.

Duties 

• Booking management (e.g., oversees execution of bookings for the UABG)
• Hospitality delivery (e.g., monitors and enhances guest services, ensuring a positive and memorable experience)
• Team facilitation (e.g., assigns daily tasks, completes training and onboarding, and completes performance reviews)
• Other duties (e.g., assists in the development and implementation of new processes and protocols)

Minimum Qualifications

• High School Diploma.
• 3 years of experience in the hospitality industry.
• Proven experience in coordinating bookings and managing guest services.
• Demonstrated 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 

• Hospitality, food handling, and alcohol serving training are assets.
• Valid Class 5 driver’s license is an asset.