Are you passionate about creating exceptional guest experiences and leading a dynamic front desk team? The City of Burnaby is seeking an experienced professional to oversee the delivery of hotel guest services at the front counter reception desk. In this role, you will plan, assign, supervise and participate in the work of staff engaged in front desk operations, ensuring a high standard of customer service. You will handle escalated inquiries and complaints, oversee individual and group bookings and reservations, and maintain accurate hotel booking records. This position also works closely with internal support teams and coordinates the work of auxiliary staff and volunteers, exercising sound judgment and independence within established policies and procedures. More complex or unusual matters are referred to a supervisor who evaluates performance based on services delivered. Performs related work as required.Qualifications include Completion of Grade 12 including or supplemented by standard commercial courses and considerable related experience in a lead or supervisory role; or an equivalent combination of training and experience. You should have sound knowledge of the processes, policies, practices, rules, and regulations related to the work performed; along with programs, facilities, activities and services offered by the hotel. Working knowledge of hospitality industry standards for guest services, billing, and event coordination. You have the ability to plan, assign, supervise and participate in the work performed by clerical subordinates and provide training and onboarding support; deal effectively and courteously with the public, to provide information, and to effectively assist a diverse range of guests to the hotel including the resolution of more complex matters. Class 5 Driver’s License for the Province of British Columbia is required.Pay Rate: $28.37 per hour + 12% in lieu of benefits (2024 Rates)$30.39 per hour + 12% in lieu of benefits (2026 Rates)Location: Christine Sinclair Community CentreHours of work: This is an auxiliary position, hours and shifts are based on operational requirements and do not provide guaranteed hours of work, which may include on-call shifts. Typical shifts may vary between the hours of 5:00 AM to 2:00 AM, Monday to Sunday.Please apply online at . This competition will remain open until filled.Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview. Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online at We thank all applicants for their interest; however, only those considered for an interview will be contacted.We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city. We encourage you to learn more about the Host Nations whose ancestors have occupied and used these lands, including parts of present-day Burnaby, for thousands of years. We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.
