Position: Guest Services Attendant (Overnight)
Reporting to: Coordinator of Guest Services
Summary
First Light is a registered non-profit organization that serves the urban Indigenous and non-Indigenous community alike by providing programs and services rooted in the revitalization, strengthening and celebration of Indigenous cultures and languages in the spirit of trust, respect, and friendship.
First Light’s Health Services team ensures accessibility to vital healthcare resources and support systems which are essential in ensuring the health and well-being of Indigenous communities. The Health Services team encompasses medical transportation, the Lunar Inn, and the Indigenous Patient Navigator program. Each service offering is dedicated to providing high-quality navigation experiences and comprehensive support to Indigenous individuals and families traveling to St. John’s, NL for medical reasons. Our holistic approach integrates culture into health programs- creating environments where Indigenous patients feel seen, heard, and understood.
The Lunar Inn provides guests and their families a private pocket of home while they are in the city for medical purposes, with quick access to transportation and services at First Light, making their stay as comfortable as possible.
The Lunar Inn Guest Services Attendant will be responsible for providing support related to medical transportation and the Lunar Inn. This includes managing guest reservations, arranging rides for approved clients, light housekeeping and laundry while demonstrating the highest level of customer service.
Core Skill Set
- Strong interpersonal skills
- High degree of service orientation to prioritize guest needs
- Oral & written communication
- Detail-oriented
- Safety mindset
- Problem solving
Essential Responsibilities
- Respond to requests regarding transportation, confirming pick up information and dispatching rides for approved clients as necessary.
- Demonstrate the highest level of customer service when interacting with clients, responding to guest needs and requests, addressing concerns and recording information using processes set out by the team.
- Providing culturally competent, empathetic service and fostering meaningful connections with our community members.
- Process guest arrivals and departures, managing and modifying reservations, assigning rooms and registering guests.
- Answer calls and greet guests in a friendly manner, providing information on guest services, amenities, and general interest points in the area.
- Handle guest complaints and issues in a professional manner, striving for effective resolutions while maintaining a calm and positive demeanor.
- Accurately maintain records of guest interactions, including special requests, preferences, and issues. Document guest feedback and assist in implementing improvements based on input.
- Collaborate effectively with team members and management, ensuring smooth communication and efficient operations throughout the guest experience.
- Have an understanding of First Light’s service offerings and be connected with the team on current services to best support community members
- Laundry and light housekeeping duties, including keeping the front desk, coffee stations, and high traffic areas neat and sanitized.
Qualifications
- High school diploma or equivalent
- Ability to work independently and part of a team
- Must provide a criminal record and vulnerable sector check
- Proficiency with Google Suite and Slack would be considered an asset
- Deep knowledge of Indigenous culture
- Exceptional coordination and time management skills
A deep understanding and firsthand lived experience of the realities, challenges, and strengths within Indigenous communities, including experience in rural, remote, or urban Indigenous settings, are highly valued. We recognize and appreciate the unique perspectives and insights that come from this lived experience and believe it plays an essential role in providing culturally competent, empathetic service and fostering meaningful connections with our community members.
How to Apply
To apply please email your resume and cover letter to [email protected] by November 24th.