Guest Experience Associate

Guest Experience Associate

We are currently searching for a warm, welcoming, articulate Guest Experience Associate 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. If you love meeting new people, being of service, and helping to grow a new and exciting luxury boutique brand, we would love to chat.

Property overview

Minutes from Vancouver Airport but far from your typical airport hotel, Versante Hotel dazzles with vibrant colours, natural light and innovative design. At Richmond, BC’s only luxury boutique hotel, you are free to be anyone, indulge your identity, and revel in one of life’s greatest luxuries: play. Choose from 100 luxurious guestrooms and suites in five bold designs and a variety of sophisticated venues for dining, meeting and socializing, including Bruno restaurant, a culinary adventure across the Mediterranean, and Versante Bar, featuring classic cocktails. Guests will enjoy the fitness amenities including Life Fitness, Peloton, and Mirror workout equipment, an outdoor heated saltwater pool and jacuzzi, along with bikes available to explore as your leisure.

Let’s chat if….

· You are passionate about hotel operations and intuitive guest service with a minimum of 1 year of Luxury Hotel work experience.

· You have experience in luxury guest service, are a team player and hard worker.

· You enjoy an everchanging environment and can multitask with speed, attention to detail and accuracy.

· You are a clear thinker with good problem-solving skills and can work with minimal supervision.

· You have a post-secondary diploma or degree (this would be a plus but not required).

· You are flexible and willing to meet the demands of a 24-hour operation.

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.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.

· Maintain complete knowledge at all times of All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments, and location. All room rates, special packages, and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled daily group activities / VIPs.

· Obtain assigned bank and ensure accuracy of contracted monies. Keep the bank secure at all times.

· Meet with Duty Manager to review daily assignments and priorities.

· Meet with departing Guest Experience Associate to review business status and follow up items.

· Access all functions of the computer system.

· Set up the workstation with necessary supplies.

· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

· Promote positive guest relations to all individuals approaching the Front Desk.

· Process all guest check-ins.

· Confirm reservation in the system and review all noted information.

· For guests without a reservation, sell a room type agreed upon.

· Register guests into Opera Cloud.

· Verify reservation information with the guest (rate, departure date, room type).

· Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

· Assign guest room.

· Advise guests of any messages, mail, faxes, etc. received for them.

· Communicate the services and amenities of the hotel to guests and cross sell when appropriate.

· Obtain proper identification for tax-exempt guests

· Direct Bell Person to ****** guests and transport their luggage to the room.

· Maintain guest history files on all guests.

· Communicate VIP arrivals to designated personnel for ****** and delivery of amenities.

· Set up accurate accounts for each guest checking in according to their requirements (i.e., share-withs, separate room/tax/incidentals, comp).

· Handle overbooked or “walked” guests.

· Accommodate room changes.

· Document all guest requests, complaints, or problems.

· Take, record, and relay messages accurately, completely, and legibly.

· Accept, record and complete wake-up call requests

· Distribute all guest and department mail.

· Monitor, send, and distribute guest faxes.

· Document and confirm reservations and cancellations.

· Block rooms in Opera Cloud and follow through on designated requirements.

· Pre-register designated guests and prepare key packets.

· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

· Generate, print, and distribute daily and weekly reports.

· Resolve discrepancies on the room status report with Housekeeping.

· Process all check-outs.

· Resolve any late charges.

· Present folio to guest and resolve any disputed charges.

· Settle guest accounts.

· Retrieve guest room key from the guest if applicable.

· Solicit guest comments on their stay and ask to post a review on TripAdvisor.

· Process express check-outs

· Handle requests for late check-outs.

· Conduct group check-ins/outs.

· Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.

· Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests' personal checks/travelers’ checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts.

Document pertinent information in the logbook/Front Desk Checklist.

All other duties as required

Qualifications and Skills required:

· Previous experience in a Luxury Hotel environment required.

· Strong communication in both written and verbal with exceptional problem-solving skills.

· Strong organizational and good time management skills.

· Proficient in MS Office Excel and Word.

· Proficiency with Opera Cloud PMS an asset but not required.

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

Pay: From $26.00 per hour

Additional pay:

Commission pay
Overtime pay
Tips
Benefits:

Dental care
Discounted or free food
On-site parking
Paid time off
RRSP match
Vision care
Schedule:

8 hour shift
Day shift
Evening shift
Night shift
Weekends as needed
Experience:

Front Desk: 1 year (required)
Licence/Certification:

Class 5 (required)
Work Location: In person