Guest Service Associate

2 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.

**GUEST SERVICE ASSOCIATE**

The Guest Service Associate (GSA) is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out.

**RESPONSIBILITIES**:

- Welcome our guests in a professional manner upon arrival and assist with guest registration, room assignment as well as any reservation, cancellation or changes to room reservations, as needed.
- Handle payments, balance cash and review and maintain daily record sheets, guest accounts, receipts and vouchers using hotel systems.
- Be a central source of information for guests during their stay by providing them with a detailed check in experience in promoting hotel amenities and information.
- Provide wake-up calls upon request from guests and assist guests with special needs, when applicable.
- Maintain records of reservations room assignments and vacancies.
- Answer telephone calls and forward telephone calls and messages to guests and other parties, as applicable.
- Coordinating with colleagues in various departments to ensure that the guest needs are met.
- Assisting in problem solving and/or dealing with versatile guest concerns.
- Ensure compliance with emergency and safety procedures at all times.
- Coordinating with third-party services such as taxi companies, airport transfer, rental car services and/or tour guides.
- 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 guests 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.
- Promote and actively enroll guests to the Marriott Rewards Program while adhering to all Marriott Brand Standards.
- Ensure to learn on-the-job in order to demonstrate proficient knowledge in all relevant Hotel information such as hotel outlet hours of operation, local attractions, rate structuring and guest-related events such as conventions and meetings.
- Any other related duties assigned by the Front Office Manager and/or Assistant Front Office Manager and perform light clerical duties (such as faxing, filing and photocopying) as required.
- Complete check out tasks including presenting final statements and charging invoices.

**QUALIFICATIONS**:

- Previous Guest Service experience in a large hotel for a minimum of seven months is required.
- Completion of secondary school or equivalent.
- A friendly personality and a "can do" attitude.
- This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast paced environment.
- Able to work flexible hours, including overnight shifts.
- Able to maintain professional standards while multi-tasking in an extremely busy environment.
- Excellent knowledge of the city, including local events, restaurants, shopping and attractions would be an asset, in order to be able to provide this information to guests.
- Able to communicate with guests in a confident and pleasing manner in a variety of situations.
- Must possess basic computer skills in order to enter information into the Marriott Mobile Control Panel.
- Must be able to exert well-paced ability to reach different floors of the hotel on a timely basis.

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