Job Description

Cassandra Hotel is located in the Collingwood neighborhood in the heart of East Vancouver, a vibrant and diverse community known for its rich cultural tapestry and welcoming atmosphere. This area offers a blend of residential charm and urban convenience. Visitors can explore local shops, restaurants, and cafes, each reflecting the area’s multicultural essence. Numerous parks and green spaces provide opportunities for outdoor activities and relaxation. Given these features, Cassandra Hotel is an appealing choice for both locals and tourists.

We are seeking a friendly and professional Front Desk Agent to join our team. As the first point of contact for our guests, you will play a crucial role in ensuring their stay is pleasant and memorable. This includes introducing the culture, urban conveniences, food adventures, and shopping in the area. Aside from being passionate about providing travel information, you must also be well-versed in using technologies like property management system, digital concierge, contactless check-in/out, integrated guest messaging, and mobile keys.

Responsibilities & Qualifications

[Responsibilities]

Guest Services:

– Greet and welcome guests upon arrival
– Register arriving guests and assign rooms
– Perform check-in and check-out tasks
– Provide information about hotel facilities and services
– Provide general information about points of interest in the area
– Handle wake-up calls and assist clients/guests with special requests
– Respond to guests’ complaints in a timely and professional manner
– Investigate and help to resolve complaints and claims
– Upsell additional facilities and services when appropriate

Reservation Management:

– Take, cancel, and change room reservations made online and via phone
– Prepare for guests’ departures and process reservations
– Maintain an inventory of vacancies, reservations, and room assignments

Administrative Duties:

– Balance cash and complete payment reports, and related forms
– Follow emergency and safety procedures should one arise
– Answer telephone and relay telephone calls and messages
– Perform occasional light housekeeping duties, e.g., providing towels, folding sheets

Technical Proficiency:

– Use property management systems and hotel management software
– Leverage capabilities of spreadsheets to improve organization, accuracy, and guest service
– Manage digital concierge and contactless check-in/out systems
– Utilize integrated guest messaging systems
– Operate mobile key technology

Coordination and Communication:

– Coordinate with housekeeping staff to ensure rooms are clean, tidy, and fully furnished
– Communicate effectively with other departments to fulfill guests’ needs
– Relay important information to the next shift staff

Sales and Promotion:

– Promote hotel facilities and services to guests
– Provide travel information about points of interest in the local Collingwood area
– Assist in receiving sales leads and following up with potential bookers
– Understanding and communicating various promotions available

Training and Development:

– Keep updated with hotel policies, procedures, and industry standards
– Participate in professional development and continuous learning opportunities when offered

(Complete job description will be presented at the time of the job offer)

[Qualifications]

– Educational Background: Bachelor’s degree or equivalent experience preferred; specialization in hotel management is a plus.
– Experience: Proven experience as a Hotel Front Desk Agent or a relevant position for at least 2 years.
– Industry Knowledge: Familiarity with hospitality industry standards.
– Customer Service Skills: Certification related to customer service skills is a plus.
– Time Management: Exceptional time management, organizational, and multitasking abilities.
– Communication Skills: Proficiency in both spoken and written English; knowledge of other languages is a plus. Ability to communicate clearly and pleasingly in challenging situations.
– Attention to Detail: Requires reading, writing, listening, and visual abilities. Attention to detail and accurate completion of tasks even under time pressure in fast-paced situations.
– Local Knowledge: Passion for promoting the local Collingwood neighborhood, not just general Vancouver attractions.
– Technical Skills: Proficiency in using hotel management software, spreadsheets, and messaging systems like Slack, Facebook Messenger, and WhatsApp.
– Flexibility: Flexibility to work various shifts, including evenings and weekends.
– Initiative: Self-motivated to take initiatives even during downtimes without constant supervision.
– Resourcefulness: Ability to independently search for resources and seek further information when needed.
– Problem-Solving: Can problem solve by using available resources despite unclear or incomplete instructions.

Salary/Wage

18-28

Other Perks/Benefits

- competitive salary - health and dental benefits plans for full time - free on-site parking - employee discounts on hotel stays and shopping at select suppliers

Recommended Training

SuperHost Foundations of Service Quality

Job Application Process

Please apply using our application form by submitting your application online and uploading your resume with a cover letter

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