Experience

WestJet Vacations Inc.

• Canada
• Hospitality
• 1 - 100 Employee

• Advisor - Guest Experience

  • Mar 2021 - Present

• Senior Specialist - Guest Experience

  • Jun 2015 - Feb 2022

  Oversee team work flow, including monitoring incoming volume and allocation of tasks to team members.Provide support, guidance and coaching to team members responding to guest feedback.Advise Team Leader on team operations, objectives and philosophy.Manage escalated and high profile guest files, including responding on behalf of management or executives.Add expertise and direction on the handling of major incidents or irregular operations.Identify trends in guest feedback and provide recommendations for changes or enhancements to improve guest experience.Onboard and train new team members.Facilitate annual Guest Experience training for WestJet Vacations Service and Sales Agents and Travel Support team Agents.Represent WVI Guest Experience team on guest-impacting organizational initiatives. Show less



WestJet

• Canada
• Airlines and Aviation
• 700 & Above Employee

• Guest Relations Specialist

  • Jan 2012 - Jun 2015

  Respond to all guest feedback presented to WestJet; resolve issues, and drive guest loyalty by recovering experience, educating, and solving. Create, prepare, and edit written and oral responses to all feedback. Liase with various departments (Legal, Regulatory, Corporate Security, Flight Standards, etc) in course of researching in-depth issues. Identify root cause to trends/issues and communicate recommendations for changes/enhancements. Respond to all guest feedback presented to WestJet; resolve issues, and drive guest loyalty by recovering experience, educating, and solving. Create, prepare, and edit written and oral responses to all feedback. Liase with various departments (Legal, Regulatory, Corporate Security, Flight Standards, etc) in course of researching in-depth issues. Identify root cause to trends/issues and communicate recommendations for changes/enhancements.



WestJet Vacations

• Canada
• Hospitality
• 1 - 100 Employee

• Operations

  • Nov 2008 - Jan 2012

  Maintained supplier agreements in the reservation systems, ensuring the products we sell are loaded with accuracy and efficiency for other internal teams as well as external guests. Load supplier contracts including terms and conditions specific to each contract. Maintain supplier contracts including rate and inventory changes, special offers and promotions while ensuring time sensitive requirements are met. Interact with other departments to assist with resolution of supplier related guest issues. Show less

• Time Management Administrator

  • Sep 2007 - Nov 2008

  Administer all aspects of time and attendance for several departments within WestJet. This includes tracking of time worked, sick time, vacation time, banked time, etc. Gather and analyse labour management data looking for trends and opportunities. Administer all aspects of time and attendance for several departments within WestJet. This includes tracking of time worked, sick time, vacation time, banked time, etc. Gather and analyse labour management data looking for trends and opportunities.