JOB PROFILE

Operational Services provides a superior level of guest service which includes welcoming guests, taking ownership of guest satisfaction at the heart of hotel guest operations. This position works to provide luggage service, valet service, clean up around property, security and support to various areas of the hotel as needed.

QUALIFICATIONS

• Possess a positive attitude and works well with other team members
• Passionate about team and guest interaction
• Ability to remain calm and assertively deal with difficult situations in a professional and respectful manner
• Ability to remain flexible and adapt well to variety of situations
• Well organized and able to multitask
• Good interpersonal skills
• Solid understanding of computers, internet and technology
• Detail orientated.
• Have a collaborative mindset to work within a dynamic team
• Able to drive automatic vehicles, standard is an asset
• Must be willing to work in Kamloops, BC
• Must be legally entitled to work in Canada
• Morning Shifts: 6am – 12noon
• Afternoon Shifts: 1pm – 9:30pm
• Evening weekend up to 11pm

Working conditions

• Indoor and Outdoor working conditions (i.e. Air conditioning, heat, dust, etc.)
• Working individually and as a team

Physical requirements

• Ability to pull, push, reach, bend, stoop, kneel and frequently lift to 50 pounds
• Ability to stand, sit or work for long periods of time

• Leads by example and demonstrates our core values, Passionate, Collaborate, Genuine
• Presents and embodies a professional appearance and manner at all time
• Consistently provides thoughtful, caring and sincere service in the first and last impression for the brand and our guests.
• Takes initiative and encourages others to do so
• Communicates frequently with Guest Services to ensure guest needs are taken care of immediately
• Greets all guests immediately with a friendly and sincere welcome. Always uses positive and clear verbal and body language skills. Acknowledge all customers that enter the lobby area utilizing the “10- 5 rule”
• Delivers superior telephone service, following and building on industry best practice standards, answering all calls in a timely and professional manner.
• Responsible for being a determined and focussed performer in a team of empowered Guest Services professionals who will strive to deliver focussed and extraordinary customer service.
• Provides procedure services of check in and check out with consistency, but more importantly with a positive personal approach. Guest room orientation and guidance of in-room operations when required
• Handles guest luggage with care and efficient service
• Valets guest vehicle to valet location quickly and with care
• Deliver on-call items to guest rooms when required, and support Guest Services, Housekeeping Services, Food and Beverage, and all other departments as required.
• Patrol premises to ensure they are secure, and guests are safe
• Deal with disruptive guests and/or individuals within our hotel and on hotel premises
• Communicates with all areas of the hotel to ensure business needs are fulfilled
• Ensures guest experience is top of mind for all employees and guests are receiving elevated guest experiences
• Looks for efficiencies in processes and communicates with the Operations Manager of Guest Services to implement these changes
• Effectively communicates with all departments to understand and fulfill business needs
• Performs other duties, as assigned, to meet business needs