Member Services Representative - Bilingual; English​/French

Position: Member Services Representative

Reports To: Member Services Supervisor

Organization: Green Key Global

Location: Ottawa, Ontario, remote or hybrid

Green Key Global is North America’s leading sustainability certification program for the hotel & lodging industry. Our mission is to lead the industry in sustainability certification through comprehensive education, strategic collaboration, and proactive promotion. Owned and operated by the Hotel Association of Canada (HAC) and the American Hotel & Lodging Association (AHLA), Green Key Global has been working with hotel properties for over 30 years to evaluate and certify their operational processes and practices and provide a roadmap in support of their sustainable action plans.

Green Key Global also offers a verification program for meeting and event venues to support the increased focus on sustainability within the broader sector.

Reporting to the Member Services Supervisor, the Member Services Representative is responsible for optimizing the member experience through unparalleled white-glove customer service, onboarding support, and database management, while also providing administrative assistance to ensure the smooth operation of day-to-day activities across the organization.

• Deliver timely and professional support to members via phone, email, and video calls
• Guide new members through the onboarding process, including login help, assessment overview, and audit scheduling support and support them in completing their Green Key self-assessment within appropriate guidelines
• Respond to program-related inquiries, providing accurate and thoughtful information on certification criteria, program benefits, and resources
• Present, support, and co-host a variety of member webinars, one-on-ones, and participate in group training sessions to help members navigate the self-assessment, understand certification requirements, and stay informed on program developments

• Track member progress through the certification cycle and provide proactive outreach to support timely completion
• Liaise with internal departments to address member needs and ensure a consistent, high-quality experience
• Provide Accounts Receivable support by assisting the Finance Team with follow-ups to properties regarding outstanding invoices, ensuring accurate contact information and timely response to outreach
• Support Online Travel Agent (OTA) certification processes by researching and entering Global Distribution System (GDS) codes for newly registered members, ensuring accurate and efficient upload to OTA platforms

• Maintain accurate and up-to-date records
• Generate ad hoc reports to support internal operations, program improvement, and member engagement strategies
• Assist in identifying trends and insights based on member data to inform decision-making
• Provide feedback from the member community to help enhance programs, resources, and platform functionality
• Support special projects and other tasks as required to further Green Key Global’s mission

• Provide general administrative assistance to the Managing Director, including calendar management to ensure that priority meetings are booked, meeting conflicts are resolved and that travel times are properly accounted for. Ensure that all details pertaining to travel (flight #s, hotel reservations) are included in the calendar
• Make airline and hotel reservations, ensuring that travel times align with scheduled events; manage any required changes or updates to travel schedules for the Senior Leadership Team
• Support the coordination of webinars, workshops, and events, including registration logistics and follow-up communications
• Organize shipments for tradeshow material, ensuring that all packages are appropriately labelled and deployed on time
• Assist in the planning of staff offsite events, when required

• Excellent communication skills (oral and written), in English and French
• Self-directed, self-starter with the ability to manage time, prioritize and work independently
• Able to balance multiple priorities and…