Guest Experience Ambassador (Casual) - Civic Hotel

Civic Hotel; Surrey; On-site; CAD 32,000 - 42,000; Full time

Job summary

Civic Hotel in Surrey, BC is seeking a Guest Experience Ambassador to deliver an exceptional guest experience at the front desk. You will greet guests, manage registrations, and coordinate with housekeeping to meet pre-arrival needs.

The role requires strong communication, conflict resolution, and a flexible schedule including overnight shifts; prior boutique/hotel front desk experience is preferred.

Qualifications

• Degree in Hotel & Restaurant Management preferred.
• Minimum 1 year front desk experience at boutique or premium hotel.
• Excellent guest service and communication skills.
• Flexible schedule including overnight shifts.

Responsibilities

• Greets and checks in guests; assigns rooms and handles registrations.
• Handles calls, messages, and routing to appropriate managers.
• Manages cash drawer and transactions during shift with proper reporting.
• Coordinates check-ins/check-outs to maximize guest satisfaction.

Skills

Guest service

Communication

Problem solving

Teamwork

Education

Hotel & Restaurant Management degree

Tools

Opera PMS

Google Workspace

Job description

Role Summary

Reporting to the Front Desk Manager, the Guest Experience Ambassador will deliver a flawless, innovative and unique guest experience.

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 and 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 premium hotel setting.

Skills and Abilities

• Knowledge of Front Desk / Housekeeping and overall hotel policies and procedures.
• Proficiency in computer applications such as but not limited to Google Workspace etc.
• Experience with Opera is an asset.
• Must have a flexible schedule and available to do overnight shift coverage.