Job Description

Property Description

Cassandra Hotel is a boutique accommodation nestled in Vancouver’s dynamic Collingwood neighborhood, offering a distinctive blend of East Vancouver authenticity and contemporary urban comfort. Our prime location provides effortless access to renowned local eateries, trendy bubble tea cafés, and a diverse array of shops and services, making it an enticing destination for travelers. Public transit, including bus stops just steps away and SkyTrain stations within walking distance, connects guests conveniently to downtown Vancouver and the nearby Metropolis, BC’s largest shopping mall—only a 5-minute drive away.
Currently, we are undergoing an exciting transformation that includes renovations such as new flooring, enhanced lighting, modern landscaping, and a redesigned website, all aimed at elevating our guest experience. Complementing our longstanding reputation for exceptional, personalized service, we’re integrating cutting-edge technology, including mobile room keys, digital concierge services, and contactless check-in/out, to redefine modern hospitality.

Job Description

Why Join Us?
-A Hotel on the Rise: Be part of a major transformation as we unveil newly renovated spaces, modern amenities, and a refreshed online presence.
-A Tech-Forward Experience: Gain hands-on experience with mobile key systems, digital concierge platforms, and automated guest services, positioning yourself at the forefront of hospitality innovation.
-A Food Lover’s Dream: Our hotel is surrounded by award-winning restaurants, cafés, and bakeries, making it a perfect spot for foodies.
-Professional Growth: We value a multidisciplinary approach to hospitality, encouraging team members to learn beyond their core responsibilities—whether it’s online marketing, operational audits, or revenue management.

Responsibilities & Qualifications

Key Responsibilities

1. Guest Reception & Check-In/Out
-Greet, register, and assist guests using digital check-in/out systems; deliver a warm, memorable arrival and departure experience.
-Promote local dining and attractions, reflecting our neighborhood’s 5-star culinary reputation.
2. Reservations & Sales Duties
-Accurately process bookings, modifications, and cancellations using property management software; track no-shows and cancellations per fee/waiver policies.
-Employ upselling techniques to offer room upgrades, packages, and in-house amenities, clearly communicating rates and benefits.
3. Complaint Handling & Service Recovery
-Listen empathetically to guest concerns and apply hotel guidelines (handbook, training documents) to resolve issues promptly.
-For situations not explicitly covered, use logical judgment consistent with policy rather than improvising.
-Document all complaints and solutions thoroughly to ensure transparency.
4. Security & Safety Compliance
-Lock doors after contractors have completed their tasks; record contractor access times and details in logs.
-Politely and firmly address unauthorized loiterers (e.g., homeless individuals in the lobby) and document any incident.
-Safeguard guest privacy, follow emergency procedures, and handle keys/cards with due diligence.
5. Technology & Administrative Operations
-Utilize property management software, Slack (or equivalent), digital concierge tools, and mobile key systems.
-Manage room inventory proactively, opening and closing rooms as needed to optimize availability; do not wait for management instructions if you can clarify or address it yourself.
-Consistently produce timely, factual documentation of guest requests, maintenance actions, or incidents for accurate follow-up.
6. Proactive Use of Downtime
-During quieter periods, update logs, check upcoming arrivals/departures, confirm future room availability, and prepare for potential high-traffic times.
-Personal phone use and non-work activities must not interfere with job responsibilities or conflict with daily tasks.
-Engage in cross-training or process improvements to continuously build skills.
7. Shift Handover & Time Management
-Prepare and deliver a detailed handover at each shift’s end, outlining any pending guest requests, housekeeping issues, contractor visits, and open items—never leaving tasks for the next shift without proper notes.
-Adhere to set schedules; minimize last-minute scrambles by proactively planning your shift’s priorities.
8. Professional Conduct & Team Collaboration
-Maintain a positive attitude, neat appearance, and strong interpersonal skills.
-Respect uniform, phone-use policies, and code of conduct; refrain from using work resources (e.g., printers) for personal activities.
-Collaborate with housekeeping, maintenance, and management to ensure smooth operations during our major renovation projects.

Qualifications

1. 2+ Years Hospitality Experience
-Proven track record in front desk, concierge, or similar customer-facing roles.
-Familiarity with digital or mobile check-in systems and property management software.
2. Technical Proficiency
-Comfortable using Slack (or equivalent), spreadsheets, digital messaging apps, and basic troubleshooting for guest-facing technologies.
-Experience managing room inventory, no-shows, and cancellation fees.
3. Customer Service & Conflict Resolution
-Demonstrated ability to de-escalate guest complaints and remain calm under pressure, even during unexpected scenarios.
-Skilled at quickly referencing handbook or training materials to apply consistent, policy-aligned solutions.
4. Security & Proactive Mindset
-Willingness to secure property access points, address trespassing or loiterers, and document incidents clearly.
-Capable of making decisions in the moment rather than waiting for management to handle every contingency.
5. Time Management & Initiative
-Strong organizational skills to handle multiple tasks, ensure timely shift handovers, and avoid last-minute chaos.
-Keen to use downtime effectively, whether updating logs, engaging in cross-training, or verifying future availability.
6. Professionalism & Teamwork
-Commitment to uphold hotel protocols (uniform, code of conduct) and show respect to colleagues at all levels.
-Openness to coordinating with housekeeping and other departments to meet renovation-related demands.
7. Independent Critical Thinking & Policy Consultation
-Must demonstrate logical decision-making for unforeseen circumstances—aligning with existing guidelines or escalating only after genuine attempts to resolve.
-Thorough documentation and clarity in daily operations, so subsequent shifts have complete, accurate information.
8. Availability & Flexibility
-Ability to work varied shifts (morning, afternoon, night), weekends, and holidays.
-Especially needed during peak seasons and as we transition into post-renovation operations.

Salary/Wage

18-22

Other Perks/Benefits

-competitive salary -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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