Communications Associate

3 weeks ago

Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

**ABOUT US**

The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves; located in the heart of the city and at Vancouver’s airport, surveying the magnificent natural elements that combine to make Vancouver one of the most beautiful cities in the world. We are proud to be Vancouver built, Vancouver owned, and Vancouver run.

A wall is only as strong as those that build it. Our associates are brought together by the fundamental sense of self-worth they derive from helping others. While each person’s talents are a credit, it is an individual’s commitment to the group effort that creates excellence.

Our foundation is exceptional people, and our passion is supporting them to succeed and exceed. More so than experience or education, it is a unanimous enthusiasm that is most highly valued. For those who work hard and consistently display positive attitude and aptitude, the opportunities for growth are endless.

**COMMUNICATIONS ASSOCIATE**

**RESPONSIBILITIES**:

- Dual property role where the associate is responsible for assisting all calls directed to the Guest Service/Service Express Desk.
- Direct all incoming telephone calls to their appropriate destination in a timely, efficient and accurate manner.
- Assist with reviewing Marriott Mobile Chat and responding to guests within the allotted timelines and ensure thresholds are being met.
- Review Marriott Mobile Control Panel and assist with sending room readiness notifications and Mobile Keys to guest in a timely manner.
- Solve guests’ concerns and reported defects by coordinating with the Manager on Duty and offering compensation and solutions according to hotel and front office guidelines.
- Enter all guest requests and reported defects into Guest Experience, GXP system for effective reporting and follow up.
- Assist in preparations for incoming and in-house airlines and tour groups by adding and reviewing daily wake up calls.
- Assist with emergency calls from in-house guests in accordance with hotel safety and security procedures.
- Ensure telephone and radio etiquette are being followed in a professional manner and in accordance to hotel procedures.
- Assist with occasional amenity preparations within the GXP system and help input IRD orders into Micros.
- Promote and actively enroll guests to the Marriott Rewards Program while adhering to all Marriott Brand Standards
- Assist the front office team as required.
- Any other duties assigned by the Front Office Manager and/or Assistant Front Office Manager.

**QUALIFICATIONS**:

- Must be able to speak, read, write and understand English - communicating effectively, both written and verbally.
- Must be able to assist guests with their concerns maintaining professional standards and problem solve effectively - performing professionally and politely under pressure.
- Must have the ability to communicate with guests over the telephone in a confident and pleasing manner under a variety of situations.
- Must be able to operate efficiently and multi-task in an extremely busy environment.
- Must possess basic computer skills.
- Must be able to work flexible hours including early mornings, late nights and overnight shifts.
- Must be able to work at a desk for up to 7 hours at a time.
- Requires writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual accuracy.
- Must be a team player but able to work independently.
- System experience of Lightspeed and MGS Programs are an asset.
- Previous Guest Service experience is an asset.

**PERKS**
- Explore Travel Program
- Ongoing Associate Appreciation Events

**DIVERSITY**

Wall Centre Hotels is committed to diversity and inclusion in the workplace. Wall Centre Hotels, through education, review and engagement is achieving a work environment that is fair and just for all associates and where all associates are valued for the diversity they bring to the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, disability, and age.

**Salary**: $24.10-$28.25 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Life insurance
- Vision care

Schedule:

- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekends as needed

**Experience**:

- Guest services: 1 year (preferred)

Licence/Certification:

- Covid19 Vaccinations (at least 2 doses) (required)

Work Location: In person

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