Job Description

Cassandra Hotel is a 54-room independent boutique hotel in Vancouver’s Collingwood neighbourhood — East Van, not downtown. We’re in an active phase of restoration and expansion, preparing for the FIFA World Cup 2026 this summer.

We run a tech-forward operation: Slack for team communication, Notion for documentation and guides, a CRM for guest and maintenance workflows, Whistle for digital guest messaging (WhatsApp/Facebook/SMS), digital keyless entry for all rooms, and AI tools for review analysis and revenue management. Our PMS is WebRezPro. We invest in tools — but we’ve learned that tools are only as good as the people using them. The real difference comes from operational discipline, clear communication, and professional accountability.

Our GM is focused on capital restoration projects and needs a day-to-day operational anchor — someone who can run the front desk, train new staff, build accountability, and coordinate operations through the FIFA surge. At an independent hotel, this role is broader than what you’d find at a chain: you’ll gain exposure to revenue management, AI tools, digital guest messaging, and social media. When you enforce process and hold standards, you’ll have the GM’s full backing.

Responsibilities & Qualifications

Key Responsibilities:

•Run daily front desk operations — with a deliberate ramp-up. For the first two months (~March–April), you’ll work primarily at the front desk: check-ins/outs, reservations, learning our systems and neighbourhood. During this period you’ll also review our operational handbooks and training guides, identifying gaps and helping standardize procedures before the team scales for summer. After ramp-up, your week balances desk coverage with dedicated time for training, documentation, and operational projects.
•Build neighbourhood expertise and train the team on where to send guests — the real East Van spots, not just the downtown tourist circuit. We’ll give you the time and support to develop genuine local knowledge.
•Support, empower, and hold front desk agents accountable. Make sure agents have the training and confidence to handle situations themselves. When someone consistently falls short after coaching, address it directly and provide honest feedback to management. We invest in our people and take accountability seriously — and we back our supervisors when they hold the line.
•Use our operational systems with discipline. Shift handovers in Slack, trackers in Notion and CRM, guest messaging through Whistle, incident logging — using the right channels with clarity and precision.
•Improve documentation, not just follow it. Review handbooks, fill gaps, update procedures. This is core to the ramp-up period and how you’ll build deep operational knowledge.
•Exercise independent judgment within established frameworks. When a gap exists, handle it using your experience, document what you did, and flag it. When a policy exists, follow it consistently.
•Understand how our pricing works — you’ll be introduced to our AI-based revenue management system so you understand why rates change and how service levels connect to pricing decisions. The GM owns strategy; your role is desk-level alignment through upselling and direct booking promotion.
•Help build our Instagram presence, monitor and respond to online reviews, and coordinate with housekeeping and maintenance through our CRM.

Required:

•Hotel operations experience: 1–2+ years supervisory or senior front desk. Independent/boutique experience a strong plus.
•Digital fluency: Comfortable with computers, tablets, smartphones across platforms. You can pick up new tools quickly and with confidence. Experience with collaboration tools (Slack, Teams, Notion, Trello, or similar). Comfortable with written guest communication across digital channels.
•Operational discipline: You don’t just use tools — you use them well. Correct channels, proper categorization, documentation that others can actually follow.
•Written communication: Clear, professional English. You can draft guest responses, shift reports, Slack messages, and WhatsApp replies without supervision.
•Independent judgment: You handle unfamiliar situations using your experience, document what you did, and flag gaps — rather than freezing or escalating everything. When policies exist, you follow them consistently.
•Leadership and accountability: You can onboard agents, give constructive feedback, and hold a team together during peak periods. You escalate persistent performance issues rather than silently compensating.
•Weekend availability: This role requires regular availability on Saturdays and Sundays — this is a core operational requirement, not seasonal or occasional. Flexibility for evenings during ramp-up and peak season. If your availability does not include weekends on a regular, ongoing basis, this role is not the right fit.

Preferred: AI curiosity (ChatGPT, Claude, or similar) · PMS experience (WebRezPro, Opera, or others) · Social media and content affinity · Multilingual (Mandarin, Cantonese, Punjabi, Tagalog, Korean, Japanese)

Bonus: East Van local — you already know Collingwood, the restaurants, the transit, and the community vibe.

Salary/Wage

23-28 per hour (based on experience)

Other Perks/Benefits

•Unusually broad career development — hands-on exposure to AI-based revenue management, digital concierge systems, keyless entry technology, social media content, and operational documentation. This role is designed to make you more valuable in the industry, not just more useful to us. •A working environment built on systems and support. When you enforce standards, you'll have the GM's backing — not pushback. •Real autonomy and impact. Direct access to the GM, direct influence on operations. •Full training on our tech stack — Slack, Notion, CRM, Whistle, digital keyless entry, WebRezPro, and AI tools. •A front-row seat to FIFA 2026 — with the preparation time to be genuinely ready for it. •Growth with a hotel that's growing. Active restoration, expansion underway, Instagram launch — a property investing in its future. Benefits: Paid vacation, statutory holiday pay, staff accommodation discount. Extended health benefits under review as the team grows.

Job Application Process

Apply through our online application form. Upload your resume and answer two short screening questions: 1. Name the collaboration or operational tools you’ve used in previous roles — not just “Microsoft Office.” Which ones, what for, and what did you think of them? 2. Describe a time you had to learn a new technology or system quickly for work. What was it, and how long did it take you to get comfortable?

Apply Now