Guest Experience Assistant (Loden Hotel & Arden Hotel)
About The Position
The Guest Experience Assistant plays a vital role in delivering exceptional service and creating memorable guest experiences, delivering a warm and professional welcome to all guests. Reporting to the Director, Guest Operations, this role is responsible for managing check-in and check-out procedures, responding to guest inquiries, ensuring personalized guest experiences, and coordinating with various departments to ensure seamless service delivery. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced, dynamic hospitality environment, contributing to the overall success of daily operations.
Requirements
- Education: Minimum high school diploma or equivalent required. Post-secondary education in business, hospitality, or a related field is considered an asset.
- Experience: Hotel experience, preferably in a luxury or boutique hotel setting, is an asset but not a requirement.
- Exceptional interpersonal skills with a natural ability to connect with guests and create meaningful experiences with a warm and professional demeanor.
- Strong communication skills, both verbal and written with the ability to interact with guests, colleagues and leadership.
- Strong attention to detail with the ability to multi-task in a fast-paced, dynamic environment.
- Highly organized with the ability to problem-solve, by remaining calm and resourceful under pressure.
- Collaborative attitude with the willingness to support other departments when needed.
- Flexible availability, including weekends, holidays, and peak periods.
- Computer Skills: Proficiency in hotel property management systems and MS Office experience is an asset.
- This position requires the ability to stand, lift, carry, push/pull and transport items up to 25 lbs., including guest luggage and other service-related equipment.
Responsibilities
- Greet guests warmly and professionally upon arrival, ensuring a welcoming and personalized experience.
- Manage check-in and check-out procedures efficiently, including handling payments, issuing room keys, verifying guest information, etc.
- Respond promptly to guest inquiries, requests, and concerns, both in person and via phone or email, ensuring timely resolution and satisfaction.
- Maintain accurate records of guest information, reservations, and billing details using property management systems.
- Collaborate and coordinate with various departments to fulfill guest requests such as booking transportation, arranging special guest experiences, recommending local attractions to create memorable experiences.
- Handle guest complaints with professionalism and empathy, escalating issues when necessary.
- Ensure guests’ safety is a priority by staying knowledgeable on hotel safety practices and emergency procedures.
- Support group check-ins, event coordination, and VIP guest experiences as needed.
- Other duties as required.
Benefits
- Wentworth is an equal-opportunity employer who offers competitive compensation packages.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
