Welcome to L'Hermitage Hotel
About L’Hermitage Hotel Vancouver
Located in the heart of downtown Vancouver, L’Hermitage Hotel Vancouver is an intimate luxury boutique property known for refined elegance, and deeply personalized hospitality. We pride ourselves on creating meaningful guest experiences defined by warmth, discretion, attention to detail, and anticipatory service.
We are seeking a polished and service-driven Guest Service Associate who embodies our commitment to excellence and understands that true luxury is delivered through genuine care and thoughtful execution.
Position Summary
As the first and last impression of L’Hermitage Hotel Vancouver, the Guest Service Associate plays a pivotal role in delivering warmth, seamless, elevated experiences for hotel guests.
This position blends front desk expertise, concierge-level service, night audit support, and operational coordination, while upholding the highest standards of professionalism, confidentiality, and refined hospitality. The successful candidate approaches every interaction with poise, emotional intelligence, and a genuine desire to exceed expectations.
Key Responsibilities
- Deliver gracious, personalized check-in and check-out experiences reflective of boutique luxury standards.
- Take full ownership of guest concerns, ensuring prompt resolution with discretion and professionalism.
- Recognize returning guests and residents, anticipating preferences and individual needs.
- Maintain expert knowledge of room categories, rates, amenities, and hotel policies.
- Ensure billing accuracy through careful preparation and review of guest folios.
- Manage reservations via phone, email, OTA platforms, and in person with meticulous attention to detail.
- Accurately document guest preferences and interactions within the Property Management System (PMS).
- Perform night audit functions as required, ensuring financial integrity and compliance.
- Collaborate closely with Housekeeping, Maintenance, Bell Services, and Valet to ensure seamless operations.
- Assist with luggage handling and valet coordination when required, supporting a unified team environment.
- Maintain the pristine presentation of the lobby and entrance areas at all times.
- Uphold security standards and protect the privacy and confidentiality of all guests and residents.
- Serve as an active member of the Hotel’s Emergency Response Team.
- Respond promptly and calmly to emergency situations, alarms, and security incidents in accordance with established protocols.
- Assist in evacuation procedures, guest communication, and incident documentation when required.
- Maintain thorough knowledge of emergency procedures, safety equipment locations, and security protocols.
- Contribute positively to a culture of teamwork, accountability, and service excellence
Concierge-Level Experience & Local Expertise
- Provide thoughtful, curated recommendations for dining, cultural experiences, transportation, and attractions within Vancouver.
- Demonstrate familiarity with local regulations, city highlights, and community offerings.
- Create bespoke experiences tailored to individual guest preferences.
- Deliver attentive and respectful service to residents of L’Hermitage En’Ville Residences, including coordination of move-in/move-out bookings and adherence to Strata Bylaws.
Qualifications & Requirements
- Previous Front Desk and/or Night Audit experience required.
- Diploma or Degree in Hospitality Management, Hotel Management, or a related field an asset.
- Experience within a luxury boutique hotel environment strongly preferred.
- Proficiency with Property Management Systems (Opera or equivalent) is an asset.
- Strong working knowledge of Microsoft Office applications.
- Exceptional English communication skills (verbal and written).
- Impeccable grooming, presentation, and professional demeanor.
- Highly developed interpersonal skills and emotional intelligence.
- Strong organizational skills and meticulous attention to detail.
- Ability to remain composed and solution-oriented in high-pressure situations.
- Legally authorized to work full-time in Canada.
- Ability to stand for extended periods and lift up to 50 lbs.
- Flexible availability, including mornings, evenings, overnight shifts, weekends, and holidays.
- A valid Class 5 BC driver's license with clean record is beneficial
All candidates must be legally able to work in Canada on a full-time basis
Job Type: Full-time
Pay: $22.00-$23.00 per hour
Expected hours: 30 – 40 per week
Benefits:
- Dental care
- Extended health care
- Vision care
Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
