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Guest Experience Ambassador (Part-time)

Civic
Hotel, Autograph Collection®, is a bold landmark that merges BC’s artistry,
culture and flavours with the spirit of entrepreneurial discovery. Bold in
concept and loaded with premium amenities and services, the Civic Hotel is the
first world-class hotel to be built in Surrey in more than two decades.

 

The Civic Hotel proudly stands at the intersection of now and
next, the icon of a great city centre.

 

Role Summary

Reporting
to the Guest Experience Manager, the Guest Experience Ambassador will deliver a
flawless, innovative and unique guest experience. This position is Part-time, 16 hours per week.

 

Key Accountabilities

1.     
Greets,
acknowledges, registers, and assigns rooms to guests

2.     
Handles
confidential information, including guest records, with a high degree of
integrity and privacy

3.     
Answers
and routes calls as appropriate; takes guest messages with accuracy and sends
to appropriate manager

4.     
Responsible
for cash drawer contents and transactions during shift with appropriate
reporting

5.     
Organizes
and processes check-ins and check outs in an efficient and personable manner to
ensure the highest guest satisfaction is achieved

6.     
Knowledgeable
in assisting with room / group reservations

7.     
Speaks
clearly and distinctly in a professional, friendly and effective manner with
guests and the team by using proper email/telephone/radio etiquette at all
times

8.     
Coordinates
and has clear communication with housekeeping to ensure pre-arrival guest requirements
are met or exceeded

9.     
Pre-registers
guests in preparation for arrival

10.  
Handles
and collaborates with the rest of the hotel team to ensure guest requests are
anticipated by using an electronic tool/ device to communicate with other
departments as needed

11.  
Empathizes
and listens to guest concerns and empowered to resolve guest issues
satisfactorily

12.  
Assists
in reporting service concerns and informs leaders as required

13.  
Accepts,
records and/or programs wake-up call requests

14.  
Processes
all payment types, paid outs, vouchers, etc. 

15.  
May
assist Bell and Concierge with duties as required such as but not limited to:
Suggests and presents itinerary

16.  
Maintains
compliance to all front office standard operation procedures: monitors key
control, verifies room status information, updates group information, ensures
follow-through of all VIP and Tour VIP requests

17.  
Knowledgeable
and must act calmly when receiving an emergency call, reporting to Security,
Fire & Life Safety Office for assistance and documentation

18.  
Reports
any accidents, injuries, unsafe work conditions to manager

19.  
Is
able to work well with others to maintain positive working relationships

20.  
Must
be actively involved in hotel initiatives to drive revenue and guest
satisfaction

21.  
Must
be able to identify and explain room features to guests; supply guests with
directions and information regarding property amenities, services, hours of
operation, and local areas of interest

22.  
Performs
any other duties as assigned by management

 

Education & Experience

A
degree in Hotel & Restaurant Management is preferred, with a minimum 1 year
of previous experience at the Front Desk of a boutique or luxury hotel setting.

Required
Knowledge, Skills and Abilities

 

Civic Hotel offers a
variety of benefits, including competitive wages & benefits, employee
discounts, training & development, career advancement opportunities and
more! 

Apply Now