Guest Experience Assistant (Loden Hotel & Arden Hotel)

About Us

Wentworth Hospitality Group is a leading hospitality group in Canada. We pride ourselves on our attention to detail, continuously innovating and improving, we strive to set new standards in the hospitality industry. At Wentworth, we are more than just a place to stay or dine; we are a destination where lasting memories are created, and guests feel genuinely appreciated and at home.

Wentworth features two standout hotels, the Loden Hotel and the Arden Hotel. The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally; located in the Coal Harbour neighbourhood of downtown Vancouver. The Arden Hotel is a boutique hotel where thoughtful design meets genuine hospitality; located in the heart of downtown Vancouver, this West Coast–inspired boutique hotel seamlessly blends into the city’s urban fabric.

Position Summary

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.

Position 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.

Experience & Qualifications

• 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.
• A valid driver’s license and abstract is required.
• Must be able to lift and move items weighing up to 23 kg.
• Computer Skills: Proficiency in hotel property management systems and MS Office experience is an asset.

Physical Requirements

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.

Work Schedule

This position may be part-time or full-time and generally consists of eight-hour shifts. Flexible scheduling is available by mutual agreement, and weekend work may be required.

Additional Information

Wentworth is an equal-opportunity employer who offers competitive compensation packages. We thank you for your interest in this position but only those who are short-listed for an interview will be contacted.

Please apply through wentworthhg.com via the link provided: https://amacon.bamboohr.com/careers/502