Communication And Member Services Coordinator

About Us

The Hotel Association of Canada is the leading voice of the Canadian Hotel & Lodging industry, bringing legislative solutions to industry challenges. Our mission is to enhance the prosperity of the Canadian Hotel and Lodging industry through strong member engagement, effective advocacy, and the provision of valued programs and services.

Operated by the Hotel Association of Canada, Green Key Global is a leading international environmental certification body that offers standardized programs and resources, designed specifically for the hotel and meetings industries. Green Key’s mission is the be positioned in the lodging industry as a leader in corporate social responsibility certification, through education, collaboration and promotion.

About the Role:

The Hotel Association of Canada is currently seeking a bilingual Communications & Member Services Coordinator to support its Green Key Global and Hotel Association member programs.

Reporting to the Director of Green Key Global the Communications & Member Services Manager will administer, coordinate and support the association’s member services, member engagement and related programs. This will include working cross-functionally with other team members to develop and implement communication strategy and campaigns that support the organization’s objectives. This will also include providing administrative and business support to all member programs and other areas of the business.

The ideal candidate will have several years of progressive experience in high-touch member support or customer service and communications / marketing experience. This role will wear multiple hats throughout the day and must be equally comfortable processing administrative tasks (ie. member payments) while crafting creative and thoughtful communications to represent the program brands to our membership and the general public.

Key Responsibilities:

• Reporting – create, compile and provide regular and ad-hoc reporting to internal and external stakeholders.
• Database administration – provide oversight and ownership over the HAC and GK databases, modify and update member profiles and relevant data on a daily basis.
• Finance support – track accounts receivable, conduct follow-up where required, provide commentary to the Finance team, apply payments and reconcile accounts.
• Program development – support the team in all aspects of program, process and resource development including conducting research, tracking trends and making recommendations.
• Member Service – employ a range of communications tools and practices to provide a seamless member experience with a goal of increasing engagement and program satisfaction
• Communication – conduct research, content collection and writing to support social media and related communication efforts on a regular and ongoing basis.
• Program member support – provide seamless and professional customer service support to members and prospective members, including guidance on assessment related questions, inspections, billing, etc.

Knowledge & Skills Required:

• Strong working knowledge of Microsoft Office applications, particularly excel
• Previous experience in sustainability, associations, or similar roles would considered be an asset
• Self-directed, self-starter with the ability to manage time, prioritize and work independently
• Proficiency in Adobe Creative Suite (Illustrator, Acrobat)
• Experience using email communication tools such as Constant Contact or MailChimp
• Experience using social media for commercial purposes (Twitter, LinkedIn, Instagram, etc) and monitoring engagement and key performance indicators across platforms
• Able to balance multiple priorities and work to meet tight deadlines
• Proficient with MS Teams, Zoom and other collaboration platforms
• Comfortable with technology, including learning new software
• Excellent communication skills (oral and written)

Requirements:

• Bilingual (English & French) would be considered an asset
• Bachelor’s degree or diploma in communications, public relations, business administration, hospitality or a related field. Equivalent experience also considered
• Knowledge of accreditation schemas (ISO) would be considered an asset
• 2+ years of experience in a member services, high-touch customer service or administrative role
• Prior experience working in the hotel industry would be considered an asset
• Knowledge of environmental sustainability practices and standards would be a benefit
• 2+ years of experience in a communications or marketing role or having had similar responsibilities
• Proven ability to manage multiple projects, priorities and stakeholders

Location:

Ottawa based. Temporarily remote.

The candidate must have a suitable home-based workspace and reliable high-speed internet.

HAC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We respect the dignity and independence of people with disabilities and provide accommodation and support to persons with disabilities throughout the recruitment and selection process.