Job Summary The Guest Service Associate / Relief Graveyard Night Auditor is a highly visible and integral member of the Front Office team at L’Hermitage Hotel, primarily responsible for delivering exceptional, personalized service throughout the guest journey, from arrival through departure. The role encompasses front desk operations, reservations management, concierge services, residential support, security awareness, and general hotel operations.

In addition to their primary Guest Service Associate responsibilities, the employee is required to provide relief coverage for the Graveyard Night Auditor position as scheduled. All Guest Service Associates are expected to perform Night Audit duties when assigned, ensuring continuity of overnight operations, accurate financial reconciliation, completion of daily audit procedures, and preparation of required reports in accordance with established hotel standards.

The successful candidate demonstrates a strong commitment to luxury hospitality, professionalism, discretion, accuracy, and attention to detail. They are dependable, self-motivated, and capable of working independently, exercising sound judgment, responding appropriately to emergencies, and identifying and reporting suspicious activities. The employee is expected to maintain the highest standards of guest service, financial integrity, operational security, and compliance with company policies and procedures.

Key Responsibilities

1. Guest Services & Front Desk Operations

- Deliver a warm, professional, and personalized welcome to all hotel guests, residents, and visitors.
- Manage guest check-in and check-out procedures efficiently and accurately.
- Handle hotel reservations and inquiries received by telephone, email, online channels, and in person.
- Enter, modify, cancel, and manage reservations accurately, including reservations received through Online Travel Agencies (OTAs).
- Maintain comprehensive knowledge of room categories, rates, hotel amenities, services, policies, and operating procedures.
- Process payments, deposits, adjustments, and other financial transactions accurately using the hotel property management system (PMS) and applicable payment systems.
- Review guest folios, verify charges, investigate discrepancies, and ensure billing accuracy.
- Take ownership of guest concerns and complaints, ensuring prompt resolution or appropriate escalation.
- Coordinate with Housekeeping, Bell Services, Maintenance, Valet, and other departments to facilitate seamless service delivery.
- Provide luggage assistance and maintain the cleanliness, organization, and professional presentation of the Front Desk, lobby, and front entrance.
- Maintain accurate shift handovers and communicate outstanding guest requests, incidents, and operational matters.
- Protect guest confidentiality and follow established privacy, payment, and security procedures.

2. Concierge & Residential Services

- Provide concierge-level assistance with local attractions, restaurants, shopping, transportation, entertainment, and other guest requirements.
- Deliver courteous and discreet service to residents of L’Hermitage En’Ville Residences.
- Coordinate residential move-in and move-out bookings in accordance with established procedures.
- Support the administration of applicable Strata bylaws, rules, and procedures within the scope of the concierge role.
- Document and report observed violations,



unusual occurrences, and resident concerns through the appropriate channels.
- Refer matters requiring management or Strata Council authorization to the appropriate authority.

3. Relief Graveyard Night Audit Responsibilities When scheduled to provide relief coverage for the Graveyard Night Auditor, assume responsibility for completing overnight audit and related administrative duties accurately and within established deadlines.

- Complete the daily Night Audit in accordance with established hotel procedures and property management system requirements.
- Review and reconcile financial transactions processed across Front Desk shifts, identifying discrepancies and following up on unresolved items.
- Verify room revenue, taxes, payments, adjustments, deposits, and other postings to ensure transactions are complete and accurate.
- Reconcile credit card transactions and payment records, investigate variances, and report unresolved discrepancies to the appropriate manager.
- Balance daily hotel receipts and verify the accuracy of the day's financial activity.
- Finalize the daily business date and complete all required end-of-day system procedures.
- Generate, review, print, file, and distribute daily revenue reports, audit reports, and other required documentation.
- Maintain accurate audit records and handle all financial information confidentially and securely.
- Identify and promptly escalate unusual transactions, billing irregularities, system issues, or discrepancies that cannot be resolved independently.
- Prepare a clear handover for the incoming team, including outstanding guest matters, financial discrepancies, operational issues, and items requiring follow-up.

4. Daily Operations, Security & Safety

- Maintain an alert,, attentive and professional presence throughout the o shift.
- Monitor the hotel lobby, front entrance, and accessible common areas for unusual activity, safety hazards, security concerns, or unauthorized access.
- Respond promptly and appropriately to emergencies, including medical incidents, fire alarms, security breaches, disturbances, and other urgent situations, in accordance with established emergency response procedures.
- Contact emergency services when necessary and promptly notify management of significant incidents.
- Remain vigilant and immediately report suspicious activities, persons, vehicles, or behaviour to the appropriate manager or security personnel.
- Take appropriate immediate action within the scope of the role to protect the safety of guests, residents, employees, and visitors without placing oneself or others at unnecessary risk.
- Accurately document emergencies, suspicious activities, security concerns, and other incidents, including observations, actions taken, and notifications made.
- Follow established key-control, access-control, privacy, and security protocols.
- Report maintenance concerns, equipment malfunctions, hazards, and building issues promptly.
- Maintain orderly and presentable public areas and comply with all company policies,



standard operating procedures, and workplace health and safety requirements.

5. Valet Parking & Operational Support

- Assist with valet parking operations and guest vehicle movements when required and appropriately licensed and authorized.
- Maintain a valid Class 5 British Columbia driver's licence if driving hotel or guest vehicles is a required duty.
- Follow established vehicle-handling, key-control, parking, and safety procedures.
- Communicate parking arrangements, applicable charges, and relevant procedures accurately to guests.
- Perform additional duties as reasonably assigned by management to support hotel operations and guest satisfaction.

Qualifications & Requirements Education & Experience

- Previous Front Desk, Guest Services, or Night Audit experience is required.

· A degree, diploma, or formal post-secondary qualification in Hotel Management, Hospitality Management, Tourism Management, or a related field is preferred.

- Experience in a luxury hotel, boutique hotel, or high-end customer service environment is preferred.
- Experience with night audit procedures, financial reconciliation, and revenue reporting is a strong asset.
- Familiarity with hotel property management systems, such as Opera or comparable PMS platforms, is preferred.
- Experience with concierge services and residential building operations is an asset.

Skills & Competencies

- Excellent verbal and written communication skills in English.
- A polished, courteous, and professional manner with a strong commitment to guest satisfaction.
- Strong numerical skills and attention to detail, particularly when handling payments, billing, and financial reconciliation.
- Proficiency in Microsoft Office applications and the ability to learn hotel-specific systems.
- Strong organizational, time-management, and problem-solving skills.
- Ability to multitask, remain composed under pressure, and exercise sound judgment when working independently.
- Demonstrated discretion and integrity when handling confidential guest, resident, employee, and financial information.
- Reliability, punctuality, accountability, and flexibility in responding to operational needs.
- Additional language skills are an asset.

Physical & Scheduling Requirements

- Ability to stand and walk for extended periods.
- Ability to lift, carry, push, and pull items weighing up to 50 lbs, with appropriate assistance or equipment where necessary.
- Availability to work a flexible schedule, including mornings, afternoons, evenings, overnight shifts, weekends, and statutory holidays, according to operational requirements.
- Must be legally authorized to work in Canada for the required employment arrangement.
- Must maintain a qualified appearance and grooming in accordance with hotel standards.
- A valid Class 5 British Columbia driver's licence is required if vehicle operation is an essential duty of the position.

This outlines the primary responsibilities and requirements of the position and is not intended to be an exhaustive list of duties. Responsibilities may be adjusted in accordance with operational requirements and the reasonable direction of management, consistent with applicable employment standards and the terms of employment. Pay: $24.00-$24.50 per hour

Expected hours: 32.0 – 40.0 per week

Benefits

- Extended health care
- On-site parking

Work Location: In person

📌 Guest Service Associate / Relief Graveyard Night Auditor (Vancouver)
🏢 L'Hermitage Hotel Vancouver
📍 Vancouver