Guest Experience Assistant (Loden Hotel & Arden Hotel)
About The Position
Wentworth Hospitality Group is a leading hospitality group in Canada, known for its attention to detail and innovation in setting new standards in the industry. They aim to create destinations where lasting memories are made and guests feel appreciated. Wentworth features two hotels: the Loden Hotel, a luxury award-winning boutique hotel in downtown Vancouver's Coal Harbour, and the Arden Hotel, a boutique hotel blending thoughtful design with genuine hospitality in the heart of downtown Vancouver. The Guest Experience Assistant is crucial for delivering exceptional service and memorable guest experiences, providing a warm and professional welcome. Reporting to the Director, Guest Operations, this role manages check-in/check-out, handles guest inquiries, ensures personalized experiences, and coordinates with departments for seamless service. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced hospitality environment, contributing to daily operations.
Requirements
- Minimum high school diploma or equivalent required.
- 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.
- A valid driver’s license and abstract is required.
- Proficiency in hotel property management systems and MS Office experience is an asset.
Nice To Haves
- Post-secondary education in business, hospitality, or a related field is considered an asset.
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
- Competitive compensation packages
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
