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 skilled, 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.

📌 Guest Experience Ambassador (Surrey)
🏢 Civic Hotel
📍 Surrey