Guest Service Agent

Job description

Company description

Paradox Hotel Vancouver is a boutique hotel offering an eclectic mix of comfort and style. Here, contemporary laid-back luxury, comfortable rooms, and incredible amenities are just the beginning. We pride ourselves on our unconventional approach to hospitality; where over-the-top service, upscale offerings, and a touch of curious eccentricity make our hotel more than just a place to lay your head.

From cutting-edge tunes to “I love you man” moments, we are inspired by cultural mixology and the unconventional art of luxury through living. Just like our vibrant city, we live a little on the wild side. We are all about encouraging you to let your hair down and venture off the beaten path. Think of us as the grown-up version of that “fun friend” your mom never let you hang out with --but don’t worry, we won’t let you get into too much trouble.

Job description

Guest Service Agent

We are currently searching for a warm, welcoming, articulate Guest Service Agent to ensure that every guest’s experience is relaxing and effortless—at arrival, departure and throughout the stay. We are passionate about intuitive Guest Service and creating a truly unique and personal experience for our guests.

Summary Of Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a luxury level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Transport guest luggage from the point of arrival at the hotel to their assigned room.
• Transport guest luggage from current room to reassigned room for room changes.
• Transport guest luggage from their room to the point of departure from the hotel.
• Assist in locating guest's lost luggage.
• Correctly tag, store and retrieve luggage from holding room.
• Identify and explain hotel facilities and features to guests while escorting them to their room.
• Identify fire exit closest to guest's room and explain safety features of assigned room.
• Demonstrate use of room key to guests.
• Place guest luggage inside room.
• Identify and explain guest room features to include use of air conditioning/heat units and thermostat controls, telephone, television, clock radio, Guest Services directory, mini-bar, in room safe, lights, bathroom amenities, valet/laundry services, door lock
• Offer packing/unpacking service; explain pressing and laundry service.
• Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
• Relay accurate directions to guests on inquiries of transportation within the local area.
• Maintain accurate log record of guest calls for Bell Person assistance.
• Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
• Remain in assigned postposition, maintaining correct stance.
• Deliver items to guest rooms promptly to include: messages, mail, faxes, packages, flowers, sundry items requested by guest, gift items
• Deliver newspapers to specified guestrooms.
• Monitor and maintain appearance of lobby areas and luggage holding room.
• Polish brass luggage carts and maintain cleanliness of carts.
• All other duties as required.
• Document pertinent information in the logbook/Front Desk Checklist.
• All other duties as required

Qualifications and Skills required:

• High school diploma
• Experience in the same or similar role in a luxury setting preferred.
• Available seven days a week to work flexible hours including early morning, afternoons and overnight.
• Familiar with city, area, local attractions, and restaurants.
• Possess a Class 5 driver license for transporting guests in the hotel car.
• Ability to stand/walk for prolonged periods.
• Required to speak, read, and write English, with fluency in other languages preferred.
• Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 60 pounds.

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Types: Full-time, Permanent

Salary: $23.00-$25.00 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Holidays
• Monday to Friday
• Morning shift
• Weekends as needed

Supplemental pay types:

• Overtime pay
• Tips

Experience:

• Customer/Guest Service: 1 year (preferred)
• Hotel: 1 year (required)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person