Guest Hospitality Ambassador

6 months ago

Vancouver, Canada Shangri-La Hotel Full time

Create moments of joy that truly matter.

Exuding sleek sophistication and full of Zen-like energy, Shangri-La Vancouver is your urban sanctuary nestled between the mountains and the sea and located within the core of a vibrant metropolis. Occupying 15 floors of the tallest building in Vancouver, the hotel sits at the heart of the city's most popular downtown areas. With a lustrous balance of tranquil surroundings coupled with inspirational design, Shangri-La Vancouver hosts people to the colourful joys of life. Shangri-La Vancouver has been awarded the Forbes Five-Star designation and the AAA Five Diamond honour; one of only four hotels in Canada to hold both acclaimed ratings.

Inspired by our Asian heritage, we obsess over the guest experience and seek to deliver hospitality from the heart. Our Colleagues are our unique strength. We seek to hire and develop charismatic, dedicated, and passionate individuals to make their dream career, a reality. Join our world-class team as we pioneer new horizons.

Your Shangri-La awaits

We are currently searching for an experienced Guest Hospitality Ambassador | Front Desk Agent to join our team on a full-time basis. This role is paid a wage of $28.14 per hour

Position Description

Perform duties either at the Front Desk or Service Centre, handling guest inquiries and requests
At the hotel switchboard in our Service Centre, answer and transfer calls, take in-room dining orders, monitor service times, monitor the hotel emergency lines, defect reporting, 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 either by telephone or the radio system
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, remaing calm and courteous at all times
Flexible availability - this role will work AM/PM/Overnight shifts including weekends and holidays (as required)

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 the following:
Adventure to 100+ Shangri-La Hotels and Resorts with Colleague Travel perks
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 earn 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

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