Full-time Guest Services Agent

Job Description

Job Description

Job Title : Full-time Guest Services Agent.

Location : The Como Hotel - 1825 Comox St, Vancouver, BC.

Employment Type : Full-time 40 hours / week.

Must be currently residing in BC and legally able to work in Canada.

Job Overview :

The Como Hotel is seeking a friendly, organized, and service-oriented Full-Time Guest Services Agent to support our day-to-day guest experience. This role is ideal for someone who enjoys helping others, is comfortable using new technology, pays attention to details, and can work both independently and as part of a team. You’ll be the first point of contact for our guests, helping to ensure smooth check-ins, clear communication, and memorable stays.

Candidates must be comfortable working a variety of shifts, including evenings, weekends, and overnight shifts as needed.

Key Responsibilities :

• Be the first point of contact for guest inquiries via phone, text, and email.
• Provide exceptional service to guests before, during, and after their stay.
• Respond promptly to guest inquiries by phone, text, and email using our hotel cloud-based systems (Cloudbeds, Whistle, etc.) and ensure they are resolved to satisfaction.
• Assist guests with their reservations, check-in / check-out process, and general questions throughout their stay.
• Use hotel cloud-based systems (like Cloudbeds and Whistle) to manage bookings, payments, and communication.
• Coordinate with housekeeping and maintenance to ensure a seamless guest experience.
• Support the team with operational tasks and on-site assistance when needed.
• Resolve issues promptly and professionally to ensure guest satisfaction.
• Keep accurate records and follow hotel procedures and policies.
• Proactively check in with guests during and after their stay to ensure a smooth experience.
• Encourage satisfied guests to leave positive reviews on platforms.
• Monitor guest feedback and escalate any concerns to the Guest Services Manager.
• Support initiatives to improve the guest experience based on reviews and feedback trends.

Requirements :

About The Como Hotel :

Designed for the modern traveler, The Como is a locally owned 32 room boutique hotel offering a thoughtfully curated stay—where design, comfort, and simplicity come together seamlessly. With self-service technology, welcoming spaces, and an eye for detail, we create a guest experience that feels both personal and effortlessly elevated.