Vancouver, BC · Full-time, Permanent
Guest Service Agent
As a Guest Service Agent at Best Western Premier Chateau Granville, you will create exceptional guest experiences through personalized greetings, expert room selections, and comprehensive hotel knowledge. Your role is key in ensuring guests leave with lasting memories of their stay.
Key Responsibilities
- Provide Night Audit coverage as required, including overnight shifts for vacations, holidays, sick leave, and other operational needs
- Greet, check in, and settle guest accounts while maintaining high service standards
- Assist guests with hotel facilities and inquiries, ensuring informative and helpful responses with the utmost level of care and service
- Accurately register guests in compliance with hotel policies, including credit and identification verification
- Handle guest payments, including credit card verifications and alternative arrangements for declined payments
- Manage VIP, group, and special room requests, ensuring accuracy and proper distribution
- Operate the front office system, posting charges and balancing shift totals
- Prepare guest keys and maintain accurate records for registration cards and credit card information
- Monitor credit card limits and obtain authorization for exceeded amounts
- Maintain cashier float, provide currency exchange, and ensure accurate cash deposits
- Communicate with housekeeping regarding early check-ins, late check-outs, and room changes
- Issue and control safety deposit boxes
- Assist with reservations and switchboard operations when needed
- Focus on achieving optimal occupancy and average daily rate by promoting upselling opportunities
- Report guest complaints, security concerns, and equipment malfunctions to supervisors
- Record and execute wake-up calls
- Ensure guest satisfaction and follow all safety policies and procedures
- Other duties as assigned by management
Requirements
- Minimum 1 year of hotel Front Desk experience required
- Previous Night Audit experience is required
- Must be capable of independently performing all Night Audit duties and covering overnight shifts when needed
- Knowledge of a Property Management System (PMS) is preferred
- Weekend availability and flexible scheduling required
- Strong analytical skills, attention to detail, and ability to multitask
- High school diploma required; Hospitality or Tourism education is an asset
- Proficient in Microsoft Office applications, including Excel
- Excellent communication skills in English, both verbal and written; a second language is an asset
- Professional appearance and presentation
- Strong interpersonal, guest service, and problem-solving skills
- Highly responsible, reliable, and able to work effectively under pressure in a fast-paced environment
- Ability to work both independently and as part of a team
- Available for days, evenings, weekends, holidays, and overnight coverage as required
- Ability to stand and walk for extended periods
Benefits
- Company pension
- Dental care
- Discounted or free food
- Employee Assistance Program
- Extended health care
- Paid time off
- Vision care
- Wellness program
Experience
- Front Desk Hotel Experience: 1 year (required)
- Night Audit Experience: 1 year (preferred/required)
Pay
- $19.80–$25.50 per hour