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Guest Services Hotel Front Desk Hospitality & Tourism Customer Service Rep

Guest Experience Ambassador; Casual

Job in Surrey, BC, Canada
Listing for: Civic Hotel
Per diem position Listed on 2026-10-26
Job specializations:
  • Hospitality / Hotel / Catering
    Guest Services, Hotel Front Desk, Hospitality & Tourism, Customer Service Rep
Salary/Wage Range or Industry Benchmark: 32000 - 42000 CAD Yearly CAD 32000.00 42000.00 YEAR

Job Description & How to Apply Below

Position: Guest Experience Ambassador (Casual) - Civic Hotel
Role Summary

Reporting to the Front Desk Manager, the Guest Experience Ambassador will deliver a flawless, innovative and unique guest experience.

Key Accountabilities
  • Greets, acknowledges, registers, and assigns rooms to guests.
  • Handles confidential information, including guest records, with a high degree of integrity and privacy.
  • Answers and routes calls as appropriate; takes guest messages with accuracy and sends to appropriate manager.
  • Responsible for cash drawer contents and transactions during shift with appropriate reporting.
  • Organizes and processes check-ins and check outs in an efficient and personable manner to ensure the highest guest satisfaction is achieved.
  • Knowledgeable in assisting with room / group reservations.
  • Speaks clearly and distinctly in a professional, friendly and effective manner with guests and the team by using proper email/telephone/radio
    etiquette at all times.
  • Coordinates and has clear communication with housekeeping to ensure pre-arrival guest requirements are met or exceeded.
  • Pre-registers guests in preparation for arrival.
  • Handles and collaborates with the rest of the hotel team to ensure guest requests are anticipated by using an electronic tool/ device to communicate
    with other departments as needed.
  • Empathizes and listens to guest concerns and empowered to resolve guest issues satisfactorily.
  • Assists in reporting service concerns and informs leaders as required.
  • Accepts, records and/or programs wake-up call requests.
  • Processes all payment types, paid outs, vouchers, etc.
  • May assist Bell and Concierge with duties as required such as but not limited to:
    Suggests and presents itinerary,
  • Maintains compliance to all front office standard operation procedures: monitors key control, verifies room status information, updates group
    information, ensures follow-through of all VIP and Tour VIP requests.
  • Knowledgeable and must act calmly when receiving an emergency call, reporting to Security, Fire & Life Safety Office for assistance and
    documentation.
  • Reports any accidents, injuries, unsafe work conditions to manager.
  • Is able to work well with others to maintain positive working relationships.
  • Must be actively involved in hotel initiatives to drive revenue and guest satisfaction.
  • Must be able to identify and explain room features to guests; supply guests with directions and information regarding property amenities, services,
    hours of operation, and local areas of interest.
  • Performs any other duties as assigned by management.
    • Education and Experience

    A degree in Hotel & Restaurant Management is preferred, with a minimum 1 year of previous experience at the Front Desk of a boutique or premium hotel setting.

    Skills and Abilities
    • Knowledge of Front Desk / Housekeeping and overall hotel policies and procedures.
    • Proficiency in computer applications such as but not limited to Google Workspace etc.
    • Experience with Opera is an asset.
    • Must have a flexible schedule and available to do overnight shift coverage.
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