Coordinator, Guest Experience Delivery

Vantage Group•Hamilton, ON

3d•CA$55,000 - CA$65,000•Onsite

About The Position

Vantage Group is seeking a highly organized and customer-focused Coordinator, Guest Experience Delivery to support the delivery of an exceptional passenger experience while contributing to the Airport's marketing, communications, and community engagement initiatives. Working closely with the Director, Marketing, Communications & Guest Experience, Manager, Marketing & Communications, and Airport Operations team, this role is responsible for coordinating guest experience programs, monitoring service standards, supporting marketing initiatives, and assisting with airport events and stakeholder communications.

Requirements

Post-secondary education in Commerce, Business, Marketing, Communications, Aviation Management, Hospitality, or a related field.
Minimum two years of experience in customer experience, marketing, communications, hospitality, aviation, or a related environment.
Demonstrated experience working in a customer-focused organization with a commitment to service excellence.
Strong written and verbal communication skills with exceptional attention to detail.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong organizational, analytical, and problem-solving skills.
Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
Ability to obtain and maintain the required Airport Security Clearance

Nice To Haves

Experience with digital marketing, social media platforms, and analytics tools is an asset.
Aviation, airport, airline, or transportation industry experience is considered an asset.

Responsibilities

Support the implementation and continuous improvement of the Airport's guest experience strategy and performance metrics.
Monitor terminal conditions, passenger flow, wayfinding, signage, digital displays, and guest-facing amenities, identifying and escalating service issues as required.
Conduct periodic audits of concessions and ground transportation providers to ensure compliance with Airport standards and operational requirements.
Assist with passenger surveys, reporting, and analysis to identify opportunities for service improvement.
Support guest communications during service disruptions, delays, and irregular operations.
Coordinate the Airport Volunteer Program, including scheduling, communications, training support, and volunteer engagement activities.
Respond to parking-related inquiries and support administration of parking programs and promotions.
Support the planning and execution of marketing campaigns, promotions, and communications initiatives.
Assist with website, social media, and digital content updates.
Monitor and report on website and social media performance metrics.
Maintain marketing assets, promotional materials, and event inventories.
Conduct research and prepare background materials, reports, presentations, and briefing notes.
Monitor media coverage and assist with media tracking and reporting activities.
Support the planning and execution of airport events, route launches, community initiatives, and stakeholder activations.
Coordinate event logistics, materials, registrations, and on-site support as required.
Assist with sponsorship, partnership, and community engagement activities.
Prepare routine reports related to passenger activity, guest experience, marketing performance, and commercial programs.
Maintain accurate records and documentation for programs, projects, and stakeholder communications.
Manage and triage incoming inquiries, directing matters to the appropriate department when required.
Other duties and responsibilities commensurate with the position may be assigned.