Guest Experience Assistant (Loden & Arden Hotels)

About the role

The Guest Experience Assistant delivers a warm, professional welcome to all guests and creates memorable guest experiences at the Loden Hotel and the Arden Hotel in downtown Vancouver. Reporting to the Director, Guest Operations, the role manages check-in and check-out, answers guest inquiries, personalizes guest stays and coordinates with other departments. The position is full- or part-time, generally in eight-hour shifts, with flexible scheduling by mutual agreement and possible weekend work.

Key responsibilities

• Greet guests warmly and professionally on arrival, with a personalized touch.
• Manage check-in and check-out, including payments, room keys and guest information verification.
• Respond promptly to guest inquiries, requests and concerns in person, by phone or email.
• Maintain accurate records of guest information, reservations and billing in property management systems.
• Coordinate guest requests such as transportation bookings, special experiences and local attraction recommendations.
• Handle complaints professionally and escalate them when necessary.
• Stay informed on hotel safety practices and emergency procedures.
• Support group check-ins, event coordination and VIP guest experiences.

Required profile

• Minimum high school diploma or equivalent; post-secondary education in business, hospitality or a related field is an asset.
• Hotel experience, preferably in a luxury or boutique hotel, is an asset but not required.
• Valid driver's license and abstract required.
• Able to lift and move items up to 23 kg (25 lbs).
• Flexible availability, including weekends, holidays and peak periods.

Required skills

• Proficiency in hotel property management systems; MS Office experience is an asset.
• Strong verbal and written communication, attention to detail and multitasking in a fast-paced environment.
• Problem-solving, organization and collaborative attitude.