Concierge & Front Desk Receptionist (Part 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 rating; 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

JOB REQUIREMENTS

With personal commitment and an emotional sense of gracious hospitality, make the most positive impact on guest experiences throughout all aspects of their stay by ensuring overall cleanliness, detail and care of hotel areas and guest rooms, maximizing the balance between Colleague, Guest and Owner satisfaction. Job responsibilities include, but are not limited to, the following:
Providing exceptional guest service by acting promptly, graciously and professionally, with genuine care and attention to detail
Exceed service expectations proactively, promptly, professionally, with genuine care to attention and detail
Ensure safety and security measures are taken and are in accordance with Shangri-La Standards
Be the main point of contact in our lobby for our hotel guests, estate owners and residents
Greet guests at the Concierge desk and offer suggestions for entertainment, restaurants, attractions, theatre, directions, transportation, sports and other engagements as needed
Assists with and arranges bookings/tickets and reservations, upon request
Maintains expertise and up to date knowledge on contacts with local venues, attractions, restaurants, tourism events and local counterparts
Assist with the organization of on-site events and special requests for our guests and residents
Refer guests to hotel amenities, fitness facility, CHI Spa, Carlino Restaurant, Front Desk, parking etc.
Focus attention on guest needs, remaining calm and courteous at all times
Ability to solve problems and handle guest complaints and requests, as required
Maintains positive internal and external relationships with our guests, residents, vendors and suppliers.
Possess a high level of creativity and the ability to “think outside the box”
Follow department policies, procedures and service standards
Communicate any guest related information to other departments and conduct follow up, as required
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
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
Undertakes other ad hoc related responsibilities, as required

**The following is considered mandatory for this position**:
Minimum 2 years of experience as a concierge is preferred
Membership in Les Clefs d’Or is an asset
Previous experience in a similar capacity within another luxury or upscale hotel brand is an asset
Previous customer related experience required
Outstanding customer service, with superior verbal & written communication, organizational and problem-solving skills
Experience with Microsoft Office, Open Table, ALICE software is preferred
Ability to work cohesively as part of a team and independently at times
Required to work various shifts including mornings, afternoons, evenings, weekends and holidays as business dictates
Previous experience in a similar capacity within ano