Guest Experience Coordinator (GEC) - Six Nations of the Grand River Development Corp

GUEST EXPERIENCE COORDINATOR

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 including evenings, weekends, and holidays based on confirmed rentals and events.