Front Desk Agent

The Front Desk Agent is responsible for ensuring guest satisfaction by interacting with guests in a pleasant, courteous, and professional manner, answering any questions and following up on requests and problems promptly. The Front Desk Agent is also responsible for maximizing the selling, up-selling and cross-selling of hotel rooms by turning prospect clients into hotel guests. It is also the responsibility of the agent to efficiently handle any function of the Front Desk from the reception, to guest accounting, reservations, telephones, and guest check-in and out, in accordance with hotel policies and procedures.

DUTIES & RESPONSIBILITIES

The following is a list of the essential duties and responsibilities of this job. The tasks and time spent performing each task may vary as business needs require.

DUTIES

· Follow the policies and procedures set by The Amsterdam Inn & Suites

· Maximize hotel’s revenue and occupancy by turning prospect callers and clients into hotel guests

· Accurately register all guests arriving at the hotel in compliance with the credit and identification policy

· Check room block for all VIPs, groups, and special requests for the day

· Distribute to each department the VIP list and room service requisitions (e.g. Housekeeping requests) and make sure that they are accurately completed

· Make room reservations and operate the switchboard and act as Bell Hop when necessary

· Operate the Front Desk computer systems, post all guest charges and payments incurred during the shift (e.g. laundry, etc.) and balance shift totals with backup documents

· Prepare guest keys using key envelopes

· Room assignments for individual guests as well as groups

· Checks OTA’s regularly throughout the day, reconciling previous day’s OTA reservations

· Reply to any email correspondence directed to the Front Desk

· Direct billing folios are processed as required

· Market Café – process sales, replenish inventory, maintain cleanliness, send menu items requests to kitchen for re-stocking ( salads, sandwiches, coffee, etc).

· Ensure all guest registration cards are correctly completed and filed by room number

· Carry out bucket checks

· Charge all credit cards using point-of-sale authorization terminals and obtain authorization for those accounts exceeding house floor limits

· Maintain cashier float as supplied, provide currency exchange for guests, and prepare cash deposits

· Report overages and shortages on a daily basis

· Attend scheduled staff meetings, training, and orientation sessions

· Communicate with Housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stay-overs, and room changes directly as well as on SkyTouch

· Help to ensure that working relationships are amiable and professional in order to present and maintain a positive image for the hotel

· Review and follow policies and procedures on daily basis

· Control and sign out keys in accordance with procedure

· Mail or fax any delayed or requested guest charge receipts following privacy policy

· Work to obtain the best possible occupancy and average daily rate, assessing guests’ needs and practicing up-selling

· Be responsible for the maintenance and cleanliness of the back office as well as the front

· Report to supervisors of any guest complaints or security issues

· Make daily notations in Log Books and follows up as required

· Record and enter all wake-up calls, and messages, and ensures they are given at the correct time to the correct room

· Be familiar with the area attractions, shopping etc.

· Know the direction to and from the hotel to main destinations

· Know the means of transportation of the area in details

· Have basic maintenance skills – change batteries in door locks, change light bulbs, trouble check TV’s, rtv remotes, change a bathroom toilet handle, unplug a toilet, etc)

· Perform other duties such as cleaning as they may be assigned by the Guest Service Supervisor or General Manager

Characteristic and Ability Requirements

· Excellent interpersonal, public relations and communication skills required

· Ability to negotiate and finalize the sale of rooms

· Excellent verbal and written skills in English

· Knowledge of a second language is an asset, preferably French

Educational Requirements

· Education Required: Minimum grade 12 education

Technical Requirements

Equipment: Knowledge of a Property Management/Central telephone system is an asset

Other Requirements

· Must be eligible to work in Canada.

Competencies

· Customer Focus

· Teamwork

· Problem Solving and Decision-Making

· Professionalism

· Dependability and Reliability

Physical Requirements

· This position may require long periods of standing; occasional lifting of up to 25 pounds.

Job Type: Permanent

Salary: $15.25-$16.25 per hour

Benefits:

• Discounted or free food
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Experience:

• Customer service: 1 year (preferred)

Ability to Commute:

• Florenceville-Bristol, NB E7L 3K5 (required)

Ability to Relocate:

• Florenceville-Bristol, NB E7L 3K5: Relocate before starting work (required)

Work Location: In person