Front Desk Receptionist (Full-time)

Create moments of joy that truly matter.

Exuding sleek sophistication and full of Zen-like energy, Shangri-La Vancouver is your urban sanctuary nestled between the mountains and the sea and located within the core of a vibrant metropolis. Occupying 15 floors of the tallest building in Vancouver, the hotel sits at the heart of the city's most popular downtown areas. With a lustrous balance of tranquil surroundings coupled with inspirational design, Shangri-La Vancouver hosts people to the colourful joys of life. Shangri-La Vancouver has been awarded the Forbes Five-Star designation and the AAA Five Diamond honour; one of only four hotels in Canada to hold both acclaimed ratings.

Inspired by our Asian heritage, we obsess over the guest experience and seek to deliver hospitality from the heart. Our Colleagues are our unique strength. We seek to hire and develop charismatic, dedicated, and passionate individuals to make their dream career, a reality. Join our world-class team as we pioneer new horizons.

Your Shangri-La awaits!

We are currently searching for an experienced Guest Hospitality Ambassador to join our team on a full-time basis. This role is paid a wage of $29.55 per hour.

Position Description

• Perform duties either at the Front Desk or Service Centre, handling guest inquiries and requests
• At the hotel switchboard in our Service Centre, answer and transfer calls, take in-room dining orders, monitor service times, monitor the hotel emergency lines, defect reporting, and act as the overall communication hub for the hotel.
• Communicate with all departments, in particular Housekeeping, Front Office and Engineering
• Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
• Take ownership of the caller's request and ensure follow up according to the hotel's standards
• Process and distribute all guest messages, guest wake-up calls and all incoming faxes
• Assist guests with dining reservations, attraction inquiries and all other guest activities as required
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel and facilities
• Provide professional guest service with genuine care to attention and detail
• Accurately complete all special billing requests
• Responsible for registering and checking out guests, presenting folio of charges and receiving payment
• Responsible for a cash float
• Update and monitor room status changes in partnership with Housekeeping
• Drive rate through up-selling room types
• Settle guest accounts accurately while ensuring all service standards are followed
• Ensure all hotel reports, VIP guest profiles, and other guest requests are prepared prior to guest arrival
• Ensures compliance to all hotel policies, standards and core practices
• Assist in handling of guest complaints and ensure that proper follow up takes place
• GHAs will also be cross trained as hotel concierges, to maximize hours and the guest's service experience
• Undertakes other ad hoc related responsibilities, as required

Education & Skill Requirements

• Previous experience in a similar capacity within another hotel brand is preferred
• Previous experience with Micros, Opera, Microsoft Office, Alice, Open Table software is an asset
• Professional telephone etiquette and excellent organizational, written and verbal communication skills
• Strong interpersonal and problem-solving abilities
• Ability to work well under pressure in a fast-paced environment
• Ability to focus attention on guest needs, remaing calm and courteous at all times
• Flexible availability - this role will work AM/PM/Overnight shifts including weekends and holidays (as required)