Guest Experience Assistant

5 months ago

Vancouver, Canada Amacon Full time

**About Us**

Wentworth Hospitality Group (Amacon’s hospitality division) is looking for an eager and engaged individual who is passionate about next level guest experience

The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally, the Loden prides itself in its personalized service, high-end amenities, and being a central, quiet oasis within the city. Our boutique hotel draws its inspiration from the natural surroundings of coastal British Columbia, with an exterior of curved glass, natural stone and copper, and interiors that are rich in detail, colour and texture.

The Guest Experience is our priority at the Loden Hotel. We combine approachable hospitality with luxury accommodations, by creating personalized and authentic experiences so our guests feel at home in Vancouver. We appreciate and recognize that our guests have chosen an independent hotel over a chain establishment, driving our commitment for consistent quality that complements our agility to anticipate individual guest needs.

**Position Responsibilities**
- Reporting to the Front Office Manager, the Experience Assistant plays a key supporting role within our Guest Experience Team. This position will:

- Engage hospitality at all times, acknowledge everyone within your immediate proximity and exchange hospitable eye contact at all times
- Represent the Loden at all times - ensure your personal presentation, uniform, and body posture reflect our luxury brand
- Work in a consistent "Safe Work Practice" manner at all times
- Ensure that communication with fellow colleagues is professional at all times
- Be courteous and professional verbal communication
- Periodic skill testing on Vancouver experiences will be reviewed to ensure knowledge is current
- Provide support and assistance as requested or required by the Front Office Manager
- Work also as Brand Ambassador for the Hotel and the Company
- Welcome our guests during the arrival process, collect & confirm pertinent guest information and ensure our reality meets their expectation
- Make a lasting impression on departure, settle final accounts, offer your personal assistance on future reservations and take immediate ownership of any concerns
- Go the extra mile, respond to guest inquiries with ease & finesse, and perform in an intuitive manner that stirs the guest's soul
- Provide courteous and efficient telephone service and personal care at the level expected at 5 diamond/star hotels
- Field reservations inquiries from perspective guests via all available communication channels, provide suitable guestroom options that complement their needs and wants, ensure the ability to secure the final booking
- Ensure inter-departmental communication and cooperation in the interest of continued guest satisfaction
- Flexible with working hours as your responsibilities when scheduled may include a night audit support when required
- Self motivator, well organized, and flexible to the ever-changing needs of our hospitality industry

**Skills & Qualifications**
- Have previous service excellence in a guest services and/or reservations-related capacity within a luxury hotel environment as this would be a weighted asset
- Are highly knowledgeable on all that Vancouver & the surrounding areas have to offer
- Have the ability to converse in a minimum of two languages will be an asset
- Radiate high energy and demonstrate a knack for building awe-inspiring rapport with their audience
- Possess an eye for the smallest detail and maintain a keen sense of urgency throughout the performance
- Exhibit award-winning organizational abilities & show a natural skill for multi-tasking & prioritizing
- Are "take charge" & creative decision-makers who can maintain control of the overall scene and keep the performance moving at all times
- Are up-to-speed on all the latest technological wonders and highly computer-savvy
- Maintain a flexible performance schedule to accommodate operational needs of a 24/7 hotel environment

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