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Front Desk Agent | Relief Duty Manager (Full Time)

Shangri-La Vancouver


Front Desk Agent | Relief Duty Manager (Full Time)

Job Description

Thank you for your interest in the Shangri-La Hotel, Vancouver, the first Shangri-La to open in North America. Shangri-La Hotel Vancouver is a 119 room luxury boutique property, located in the heart of downtown Vancouver’s vibrant financial, retail and entertainment district. Shangri-La Vancouver is the proud recipient of the prestigious Forbes Five Star Award and AAA’s Five Diamond award and is one of only four Canadian Hotels to hold both the esteemed ratings.  Shangri-La Hotel Vancouver prides itself on the strength and dedication of our team, and seeks to hire, develop and promote charismatic, passionate, hardworking Colleagues to reach their full potential and ultimate career goals.

We are currently searching for an experienced and passionate Front Desk Agent and Relief Duty Manager to join our Front Office team.  This role will primarily work as a Front Desk Agent but be assigned to cover duty manager shifts as required.  Our ideal candidate will have a genuinely warm presence, friendly, & sincere nature, drive for service excellence, internally proud, and outwardly gracious & humble. They would be a consummate hospitality professional who creates memorable moments for our guests and warmly and genuinely engages our guests and their fellow colleagues, keeping our workplace productive, professional and fun!


Are you ready for your next challenge?  Are you ready to be part of the best in the city?  Are you Shangri-La? 


Job responsibilities include, but are not limited to the following:  


  • Perform duties either at the main reception desk or from inside our Service Centre, handling guest inquiries and requests

  • As required, perform duties as a Relief Duty Manager, supervising Front Desk, Bell Desk, Service Centre and Concierge, as required.

  • At the hotel main switchboard, answer and transfer calls, take in-room dining orders, monitor service times, monitor the hotel emergency lines, defect reporting, and act as the overall communication hub for the hotel.

  • Communicate with all departments, in particular Housekeeping, Front Office, and Engineering, ensuring luxury service standards for our guests

  • Take ownership for and ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system

  • Process and distribute all guest messages, guest wake-up calls and all incoming faxes

  • Assist guests with dining reservations, attraction inquiries and all other guest activities as required

  • Serve as a liaison for guests requiring information relating to all aspects of the hotel and facilities

  • Provide professional guest service with genuine care to attention and detail

  • Accurately complete all special billing requests

  • Responsible for registering guests, establishing a method payment, assigning a guest room and welcoming the guest to our hotel.

  • Processing all guest departures presenting a folio of charges to departing guests and receiving payment

  • Update and monitor room status changes in partnership with Housekeeping

  • Drive rate through up-selling of room types

  • Settle guest accounts accurately while ensuring all service standards are followed

  • Provide customer service over the telephone and in person to all guests while adhering to luxury hotel service standards

  • Ensure all hotel reports, VIP guest profiles, and other guest requests are prepared prior to guest arrival

  • Ensures compliance to all hotel policies, standards and core practices

  • Own the guest experience - resolving guest complaints and ensure that proper follow up takes place

  • Undertakes other ad hoc related responsibilities, as required


Shangri-La Hotel Vancouver will only consider those candidates who possess the legal right to work in Canada.  Candidates must be either:  Canadian Citizens, Permanent Residents, or those in possession of an Open Work Permit and valid Social Insurance Number.  


Other Requirements:

  • Previous experience as a Front Desk Agent, Front Desk Supervisor or Duty Manager within another luxury or upscale hotel brand is required
  • Previous experience with Micros, Opera, Microsoft Office, Open Table software is an asset
  • Professional telephone etiquette and excellent organizational, written, and verbal communication skills
  • Professional appearance and manner
  • Strong interpersonal and problem solving abilities
  • Ability to work well under pressure in a fast-paced environment, focusing on guest needs, remaining calm and courteous at all times
  • Open Availability - This position will work a variety of shifts including evenings, mornings, weekends, holidays and overnight shifts, as required


See description


Job type
Central, Vancouver, Canada
Rooms division
Starting in
As soon as possible
Contract duration

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