Guest Experience Coordinator- Full-Time 6 MONTH CONTRACT

SUMMARY

Reporting to the Park and Banquet Manager, the Guest Experience Coordinator is the first point of contact for guests and clients across Six Nations of the Grand River Development Corporation (SNGRDC) properties. This role is heavily administrative and responsible for managing bookings, processing contracts and payments, coordinating vendors, maintaining accurate records, and supporting smooth event execution. The Guest Experience Coordinator will deliver professional, courteous, and timely service to all guests while anticipating needs, resolving concerns, 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

• Act as first point of contact for guest experience including greeting guests as they arrive at SNGRDC properties where necessary.
• Manage bookings, contracts, invoicing, and payment processing in an accurate and timely manner.
• 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 professional correspondence, thank-you notes, and follow-up communications for clients.
• Completes ongoing customer service training and programming training to properly serve guests and answer customer questions.
• 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

• Act as the first point of contact for guest inquiries via phone, email, and in person, ensuring prompt and professional service.
• Greet guests and provide a welcoming and accessible experience across SNGRDC properties.
• 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.
• Visually inspect 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 including evenings, weekends, and holidays based on confirmed rentals and events.
• Organize social events to draw feedback from guests.
• Promote and initiate pleasant experiences for guests.