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Front Desk Receptionist

2 months ago

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

Guest Hospitality Ambassador

Create moments of joy that truly matter.

Shangri-La Vancouver is your urban sanctuary nestled between the mountains and the sea, located in the heart of a vibrant metropolis. Our hotel, occupying 15 floors of the tallest building in Vancouver, offers a lustrous balance of tranquil surroundings and inspirational design. We host people to the colourful joys of life, providing a unique experience that exceeds expectations.

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

Your Shangri-La awaits

We are currently searching for an experienced Guest Hospitality Ambassador to join our team on a full-time basis. This role is paid a competitive hourly wage.

Position Description

  • Perform duties at the Front Desk or Service Centre, handling guest inquiries and requests
  • Answer and transfer calls, take in-room dining orders, monitor service times, and act as the overall communication hub for the hotel
  • Communicate with all departments, in particular Housekeeping, Front Office, and Engineering
  • Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally
  • Take ownership of the caller's request and ensure follow-up according to the hotel's standards
  • Process and distribute all guest messages, guest wake-up 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 and checking out guests, presenting folio of charges, and receiving payment
  • Responsible for a cash float
  • Update and monitor room status changes in partnership with Housekeeping
  • Drive rate through up-selling room types
  • Settle guest accounts accurately while ensuring all service standards are followed
  • 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
  • GHAs will also be cross-trained as hotel concierges, to maximize hours and the guest's service experience
  • Undertakes other ad hoc related responsibilities, as required

Education & Skill Requirements

  • Previous experience in a similar capacity within another hotel brand is preferred
  • Previous experience with Micros, Opera, Microsoft Office, Alice, Open Table software is an asset
  • Professional telephone etiquette and excellent organizational, written, and verbal communication skills
  • Strong interpersonal and problem-solving abilities
  • Ability to work well under pressure in a fast-paced environment
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Flexible availability, including AM/PM/Overnight shifts, weekends, and holidays

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:

  • Adventure to 100+ Shangri-La Hotels and Resorts
  • 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 receive a special Colleague bonus
  • Connect with your fellow Colleagues in recognition events throughout the year, celebrating as a team
  • Pursue your own ongoing development through courses and learning workshops as part of the Shangri-La Academy
  • Pursue your own ongoing development through our education reimbursement program
  • Secure your vehicle conveniently with access to heavily discounted monthly paid parking
  • Eligible Colleagues receive a 25% discount on their monthly transit pass
  • Eligible Colleagues and their families participate in our benefits program, which includes comprehensive health, dental, and vision care benefits
  • Eligible Colleagues can build retirement savings with employer support contributions

ABOUT SHANGRI-LA HOTELS AND RESORTS

  • Shangri-La Hotels and Resorts has been established in luxury since 1971, with locations in North America, Asia, the Middle East, Europe, Oceania, and Africa
  • Sister brands include Traders Hotels, Kerry Hotels, and JEN Hotels
  • CHI, The Spa at Shangri-La, draws inspiration from the origins of the Shangri-La legend, which describes a unique place of personal peace, enchantment, and well-being

Shangri-La Vancouver is committed to fostering a workplace that both promotes and places sincere value on diversity and inclusion. We are committed to maintaining a rich tapestry of talent from across race, gender, age, religion, identity, and life experience.