Job Description

COMMUNICATIONS ASSOCIATE

What’s in it for you:
Working in the largest hotel in Vancouver
Aesthetically pleasing environment with a great team

Do you like to provide efficient service and create memorable experiences by making emotional phone connections with all our guests? If so, explore what we have to offer! In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out.

What your day will look like:
• Dual property role where the associate is responsible for assisting all calls directed to the Guest Service/Service Express Desk.
• Direct all incoming telephone calls to their appropriate destination in a timely, efficient and accurate manner.
• Assist with reviewing Marriott Mobile Chat and responding to guests within the allotted timelines and ensure thresholds are being met.
• Review Marriott Mobile Control Panel and assist with sending room readiness notifications and Mobile Keys to guest in a timely manner.
• Solve guests’ concerns and reported defects by coordinating with the Manager on Duty and offering compensation and solutions according to hotel and front office guidelines.
• Enter all guest requests and reported defects into Guest Experience, GXP system for effective reporting and follow up.

To note:
• Complete job description will be presented at the time of job offer

ABOUT US

The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves; located in the heart of the city and at Vancouver’s airport, surveying the magnificent natural elements that combine to make Vancouver one of the most beautiful cities in the world. We are proud to be Vancouver built, Vancouver owned, and Vancouver run.

A wall is only as strong as those that build it. Our associates are brought together by the fundamental sense of self-worth they derive from helping others. While each person’s talents are a credit, it is an individual’s commitment to the group effort that creates excellence.

Our foundation is exceptional people, and our passion is supporting them to succeed and exceed. More so than experience or education, it is a unanimous enthusiasm that is most highly valued. For those who work hard and consistently display positive attitude and aptitude, the opportunities for growth are endless.

The Sheraton Vancouver Wall Centre Hotel has been notified of imposters using the Hotel name in an attempt to elicit personal information from job seekers. Recent attempts involve fake LinkedIn profiles set up to appear that persons affiliated with the Hotel are seeking applicants to fill positions. These imposters may use InMail, Gmail or some other platform to contact people regarding “open positions” and have even requested banking information from candidates.

The Sheraton Vancouver Wall Centre Hotel does not request SIN number, police background checks or banking information from candidates when you apply. We advise you do not ever provide sensitive personal information such as addresses, birthdates, banking or other account information to an unsolicited contact. We further advise you do not open any attachments on e-mails from someone you do not know.

DIVERSITY

Wall Centre Hotels is committed to diversity and inclusion in the workplace. Wall Centre Hotels, through education, review and engagement is achieving a work environment that is fair and just for all associates and where all associates are valued for the diversity they bring to the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, disability, and age.

Responsibilities & Qualifications

• Must be able to assist guests with their concerns maintaining professional standards and problem solve effectively – performing professionally and politely under pressure.
• Must have the ability to communicate with guests over the telephone in a confident and pleasing manner under a variety of situations.
• Must be able to operate efficiently and multi-task in an extremely busy environment.
• Must possess basic computer skills.
• Must be able to work flexible hours including early mornings, late nights and overnight shifts.
• Must be able to work at a desk for up to 7 hours at a time.
• Requires writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual accuracy.
• System experience of Lightspeed and MGS Programs are an asset.
• Previous Guest Service experience is an asset.

Salary/Wage

$24.10-$28.25 per hour

Other Perks/Benefits

• Explore Travel Program • Ongoing Associate Appreciation Events • Dental care • Disability Insurance • Employee assistant program • Extended health care • RRSP match • Vision care

Job Application Process

Please send a resume and/or cover letter attention to Human Resources

Apply Now