Guest Experience Agent

3 months ago

Vancouver, Canada BC Indigenous Housing Society Full time

**JOIN OUR TEAM **

**GUEST EXPERIENCE AGENT**

(Casual employment, extendable based on business needs)

**ABOUT US**

Skwachàys (pronounced skwatch-eyes) Lodge is a social enterprise located in Downtown Vancouver, combining exceptional hospitality amongst 18 one-of-a-kind Indigenous themed guest rooms with a street-level Indigenous Fair
Trade Gallery. The Lodge is operated by Vancouver Native Housing Society (VNHS) and is Canada's first Indigenous Arts and Culture Hotel and host of a renowned Artist-in-Residence Program. Our Guest Experience Agents are responsible for all aspects of lodge guest services to ensure guests have a memorable and enjoyable stay.

**ABOUT YOU**

You are outgoing, enthusiastic, and people-centred. Going the extra mile to make guests happy comes naturally for you, and guest reviews will reflect the excellent service you and the team provide to every visitor.

You have a pleasant and professional disposition and you approach your role with flexibility, great communications and respect for all. You are capable of juggling multiple tasks and priorities - welcoming guests, managing online and phone bookings, verifying guest payments at check-in, responding to questions about local attractions and restaurants and arranging transport services for guests. You’re great at solving problems and handling unexpected issues with great follow through.

**THE ROLE**
- Receives and manages reservations made online and by telephone and prepares upcoming check-in packages
- Greets and checks guests in and out
- Maintains booking information
- Reports guest complaints or security issues
- Communicates with housekeeping staff for check-ins, check-outs, unexpected stayovers, and departures
- Supports and facilitates gallery services as required
- Serves as a host at Lodge site conferences or events and ensures preparations are made
- Follows all VNHS and Skwachàys policies, procedures, and service standards

**To be the best fit for this position you will need**:

- High School Completion
- Previous hospitality experience (at least one year).
- Retail sales and knowledge of Indigenous culture and art
- Good communication skills
- Strong aptitude for guest relations, handling multiple priorities under pressure and teamwork
- Ability to work weekdays, weekends and holidays and various shifts on a casual/on-call basis.
- RoomKeyPMS or related Property Management Systems (PMS) knowledge for front desk operations
- Professional appearance and demeanor
- Able to ensure confidentiality, respect, security, and privacy of lodge guests is maintained
- B Safe from go2HR and Serving it Right (SIR) certification are assets.

We demonstrate our values through 7 Laws:

- Health Happiness Humbleness Generation Generosity Forgiveness Understanding_

**Job Types**: Full-time, Part-time, Casual

Pay: $18.00-$24.00 per hour

Expected hours: No more than 37.5 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you identify as Indigenous?

Are you highly proficient in us of software including Word, Database programs?

**Experience**:

- Hospitality/Customer Service: 2 years (required)

Work Location: In person

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