Guest Service Agent

The Century Plaza Hotel in Downtown Vancouver is seeking part time and full time Guest Services Agents.

As Guest Services Agent, you will provide that critical first impression to our guests and have a natural passion for delivering exceptional service, welcoming and serving guests in-person and over the phone every day. You will be adept at solving problems, comfortable using a computer to check guests in and out, and accurate with handling cash and credit card transactions accurately and confidently.

GENERAL DUTIES:

-Creates a memorable arrival and departure experience by providing a personalized check in and check out experience;

-Reviews arrivals list for the day and checks VIP notes and special requests;

-Upsells rooms whenever possible to achieve the highest possible room rate;

-Maintains a balanced float assigned by the hotel. Reconcile all transactions at the end of each shift;

-Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist guests in all inquiries in connection with hotel services, hours of operations, in-house events, directions, etc.;

-Answers internal and external telephone inquiries in an efficient and friendly manner, following hotel telephone etiquette guideline and using guest names when possible;

-Accepts reservations, changes and cancellations in the absence of Reservations Department Staff;

-Answers guest calls and direct them appropriately;

-Confirms out-of-order rooms with Housekeeping, and updates status of rooms as necessary;

-Completes shift checklist and passes on important information;

-Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Concierge, Bell Staff, and lobby coverage;

-Abides by the policies and procedures as set out in the Colleague Handbook and any other applicable policies;

-Must work harmoniously and professionally with co-workers and management;

-Any other duties as assigned by supervisor / manager.

JOB REQUIREMENTS:

-Minimum of 1 year in hotel front desk operations, as well as in-depth hotel Guest Service knowledge;

-Minimum of High School education, post-high school education preferred;

-Basic computer skills;

-Experience with Opera Cloud PMS system a definite asset;

-Ability to communicate effectively verbally and in writing;

-Ability to exceed expectations of guests and team members;

-Excellent time management skills.

-Must be legally entitled to work in Canada;

-Must reside in the B.C. Lower Mainland area.

We offer an excellent benefits package for full time employees, which commences after the probationary period.

Thank you for your interest!

Job Types: Full-time, Part-time

Salary: $23.00 per hour

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• Flexible schedule
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekends as needed

Ability to commute/relocate:

• Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Experience:

• Hotel Guest Services: 1 year (preferred)
• Opera PMS or similar: 1 year (required)

Language:

• English (required)

Work Location: In person