Front Desk Agent

1 week ago

Vancouver, British Columbia, Canada Shangri-La Vancouver Full time

Create moments of joy that truly matter.


Exuding sleek sophistication and full of Zen-like energy, Shangri-La Vancouver is your urban sanctuary nestled between the mountains and the sea and located within the core of a vibrant metropolis.

Occupying 15 floors of the tallest building in Vancouver, the hotel sits at the heart of the city's most popular downtown areas.

With a lustrous balance of tranquil surroundings coupled with inspirational design, Shangri-La Vancouver hosts people to the colourful joys of life.

Shangri-La Vancouver has been awarded the Forbes Five-Star designation and the AAA Five Diamond honour; one of only four hotels in Canada to hold both acclaimed ratings.

Inspired by our Asian heritage, we obsess over the guest experience and seek to deliver hospitality from the heart. Our Colleagues are our unique strength. We seek to hire and develop charismatic, dedicated, and passionate individuals to make their dream career, a reality.

Join our world-class team as we pioneer new horizons.

Your Shangri-La awaits


We are currently searching for an experienced
Guest Hospitality Ambassador (Front Desk Agent) to join our team on a full time basis.

Job responsibilities include, but are not limited to the following:

  • Perform duties either at the main reception desk or from inside our Service Centre, handling guest inquiries and requests.
  • Our Front Desk Agents also are cross trained to provide support and shift coverage as concierges for our guests and residents.
  • At the hotel main switchboard, answer and transfer calls, take inroom dining orders, monitor service times, monitor the hotel emergency lines, defect reporting, and act as the overall communication hub for the hotel.
  • Communicate with all departments, in particular Housekeeping, Front Office, and Engineering, ensuring our guests are well taken care of.
  • Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
  • Take ownership of the caller's request and ensure follow up according to the hotel's standards
  • Process and distribute all guest messages, guest wakeup calls and all incoming faxes
  • Assist guests with dining reservations, attraction inquiries and all other guest activities as required
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel and facilities
  • Provide professional guest service with genuine care to attention and detail
  • Accurately complete all special billing requests
  • Responsible for registering guests, establishing a method payment, assigning a guest room and welcoming the guest to our hotel.
  • Processing all guest departures presenting a folio of charges to departing guests and receiving payment
  • Update and monitor room status changes in partnership with Housekeeping
  • Drive rate through upselling of room types
  • Settle guest accounts accurately while ensuring all service standards are followed
  • Provide customer service over the telephone and in person to all guests while adhering to luxury hotel service standards
  • Ensure all hotel reports, VIP guest profiles, and other guest requests are prepared prior to guest arrival
  • Ensures compliance to all hotel policies, standards and core practices
  • Assist in handling of guest complaints and ensure that proper follow up takes place
  • Undertakes other ad hoc related responsibilities, as required
  • Job Requirements/Qualifications:
  • Previous experience in a similar capacity within another luxury or upscale hotel brand is preferred
  • Previous experience with Micros, Opera, Microsoft Office, Open Table software is an asset
  • Professional telephone etiquette and excellent organizational, written and verbal communication skills
  • Professional appearance and manner
  • Strong interpersonal and problem solving abilities
  • Ability to work well under pressure in a fastpaced environment, focusing on guest needs, remaining calm and courteous at all times
  • Ability to work a variety of shifts including evenings, mornings, weekends, holidays and overnight shifts, as required

SHANGRI-LA VANCOUVER COLLEAGUE PRIVILEGES
- we enable people to live, work, play, eat, and rest well through the environments we create and the memorable experiences we deliver Our Colleagues have access to the following:_

  • Adventure to 100+ Shangri-La Hotels and Resorts with Colleague Travel perks
  • Experience our renowned food & beverage with a special Colleague Discount
  • Pamper yourself with discounted wellness journeys and luxury products from CHI the Spa
  • Enjoy exclusive access to discounted theatre, cinema, and retailers through our partner programs
  • Indulge in specialty pricing on luxurious pillowtop beds and Linens through our partner programs.
  • Connect your event leads or employee referrals and earn a special Colleague bonus
  • Connect with your fellow Colleagues in recognition events throughout the year, celebrating as a team.
  • P

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