Guest Experience Agent
2 weeks ago
**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
**Salary**: $18.00-$24.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Weekend availability
Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Customer service: 1 year (preferred)
Work Location: One location
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