Guest Service Representative

Company Description The Wedgewood Hotel & Spa is a luxury boutique hotel located in the heart of downtown Vancouver, known for its elegant style, comfort, and personalized service since 1984. With 83 well-appointed rooms and suites, it is the only Vancouver hotel that is a member of the prestigious Relais & Châteaux association, reflecting high standards of hospitality and culinary excellence. The property features intimate meeting spaces with a residential ambiance, enhanced by fine art, antiques, and modern technology. Guests enjoy the award-winning Bacchus Restaurant and Lounge, offering refined dining and an exceptional wine list, as well as a tranquil, award-winning spa in the city center. The hotel’s focus on detail, warm hospitality, and memorable guest experiences creates a distinctive environment for both guests and team members.
Role Description The Guest Service Representative is a full-time, on-site role based at the Wedgewood Hotel & Spa in Vancouver, BC. This role is responsible for welcoming guests, managing check-in and check-out procedures, and responding promptly to guest inquiries in person, by phone, and by email. Daily tasks include handling reservations, processing payments, coordinating with housekeeping and other departments to ensure room readiness, and assisting with special requests and concierge services. The Guest Service Representative helps maintain accurate guest records, supports problem resolution, and ensures that hotel standards for luxury service and professionalism are consistently met. This position contributes to a smooth front desk operation, a courteous and efficient guest experience, and a collaborative team environment.
Qualifications

• Strong customer service and hospitality skills, with the ability to provide personalized, courteous, and professional guest interactions.
• Effective communication abilities, including clear verbal and written communication and active listening in a diverse, international environment.
• Solid administrative and organizational skills, such as handling reservations, managing guest accounts, and maintaining accurate records.
• Proficiency with front desk and hotel management systems, basic computer skills, and comfort learning new software tools.
• Ability to multitask in a fast-paced setting, prioritize tasks, and remain calm and solution-focused under pressure.
• Collaborative team mindset, with reliability, accountability, and a professional appearance and demeanor aligned with a luxury property.
• Previous experience in front desk, guest services, or luxury hospitality is an asset; knowledge of Vancouver attractions and services is beneficial.
• Flexibility to work various shifts, including evenings, weekends, and holidays; additional language skills beyond English are an advantage.