Guest Experience Ambassador

2 weeks ago

Campbell River, British Columbia, Canada Naturally Pacific Resort Full time
The Team
Naturally Pacific Resort aims to become a top resort that welcomes everyone and offers exciting experiences every day. We are seeking team members who are passionate about providing exceptional hospitality and service, and who align with our values of Passion, Community, Inclusion, and Innovation. Our focus is not only on creating memorable experiences for guests but also on establishing a fulfilling and enjoyable work atmosphere for our team. Becoming part of the Naturally Pacific team will allow you to engage in the hospitality industry within an expanding company that values every individual's input and celebrates achievements collectively.

The Role
The Guest Experience Ambassador is responsible for handling pre-arrival communications and for providing guests with personalized services and information to enhance their stay while at the hotel. This includes offering recommendations for dining, entertainment, and activities, assisting with reservations, and ensuring expectations are met in a timely and professional manner to provide a memorable experience.

Your contributions to the team include:
  • Responsible for all pre-arrival and post-departure communications.
  • Ensure all calls are answered in a professional manner with a high-level of hospitality.
  • Complete reservations through multiple channels as required.
  • Deliver quality guest service when booking guests stay.
  • Share accurate knowledge about current pricing and promotions with guests and other departments.
  • Upsell other Resort amenities and local activities.
  • Assist the Front Desk as needed with special requests or check-in process.
  • Welcome guests upon arrival, providing a friendly and professional first impression.
  • Assist with luggage handling, lost and found items, or any specific guests services.
  • Interact with guests throughout their stay to create connections.
  • Provide detailed and accurate information about hotel amenities and services.
  • Handle all guest inquiries with a proactive and courteous attitude.
  • Offer personalized recommendations on local attractions, dining, shopping, entertainment, and activities based on guest preferences.
  • Arrange and coordinate special requests such as flowers, gift deliveries, spa appointments, transportation, tours, and other VIP experiences.
  • Confirm and follow up on bookings to ensure they are accurate.
  • Handle billing and payment for services or reservations as needed.
  • Maintain an up-to-date knowledge of local events, festivals, and news.
  • Update concierge materials such as local guides, maps, and brochures.
  • Disseminate information to the hotel departments effectively to ensure guest expectations are met. 
  • Communicate special requests of guests or specific details regarding their stay to the relevant departments of the Resort to ensure flawless execution.
  • Coordinate with internal stakeholders, local businesses or service providers.
  • Keep accurate records of guest preferences or arrangements for future reference.
  • Anticipate guest needs and propose services or experiences exceeding expectations.
  • Resolve all guest complaints or concerns promptly.
  • Maintain a positive, professional, and approachable demeanor, serving as a go-to person for guests during their stay.
  • Drive guest loyalty by building strong relationships through communication.
  • Add qualified guest details to our email database.
  • Other tasks and duties as assigned.
A few things we are looking for in a new team member:
  • Ability to work evenings, weekends and holidays.
  • Adaptable and flexible to support the Guest Services, Reservations or Sales Departments as required.
  • 1+ year guest service experience.
  • 1+ year hospitality experience.
  • Experience making reservations.
  • Excellent communication, interpersonal, and organizational skills.
  • Ability to multitask and remain calm under pressure.
  • High degree of attention to detail.
  • Strong organizational skills and task prioritization.
  • Good knowledge of local attractions, dining options, and activities.
  • Proficiency with hotel booking systems, reservation software, and office tools (e.g., Microsoft Office).
  • Exceptional customer service enhancing guest experiences.
  • Ability to stand or sit for extended periods.
Perks & Benefits
At Naturally Pacific Resort, we believe in recognizing and rewarding the valuable contributions of our colleagues. As a member of our team, you can expect to enjoy a comprehensive range of benefits and competitive compensation tailored to your skill set, education, and experience. Please note that specific benefits may vary depending on the role and level within the organization.
  • Comprehensive employer paid health, vision, and dental coverage for you and your family.
  • Access to ongoing training and development opportunities to support your career growth and advancement within the company.
  • Employee and Family Assistance Program.
  • Discounts on various resort amenities and services such as food, golf, retail, and spa.
  • Support for your health and wellness goals.
  • Registered Pension Plan (RPP) eligibility after 1 year.
  • Accommodations available for qualifying candidates.
We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to genuine hospitality. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.
Naturally Pacific Resort practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.

The Resort
At Naturally Pacific Resort, our mission is to provide guests with a memorable and meaningful experience. Located at the crossroads of the forest, mountains, and the Pacific Ocean in Campbell River BC, Naturally Pacific's 100-room resort features a luxury spa, upscale restaurant and 18-hole golf course with a virtual driving range and lounge. This coastal destination offers spectacular views and access to some of the best outdoor experiences in the world. From eco-adventures, internationally renowned salmon fishing, wildlife watching, to traversing the parks and trails, Campbell River is a doorway to adventure. 

Thank you and we look forward to receiving your application  

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