Front Desk Receptionist

Choice Hotels Canada, a division of Choice Hotels International, is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com.

The successful candidate will have the ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity. These values are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Position Summary

The role of Front Office Representative requires an individual the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction.

• Ensures a delightful, seamless arrival and departure for our guests
• Greets guest and processes hotel registration and other transactions
• Keeps current on hotel accommodations, services and local attractions
• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
• Records resolutions to guest complaints on the “Make it Right” log
• Works with other departments as appropriate to arrange for services requested by the guest
• Stays current with developments in the hotel by reviewing and updating the communication log
• Prepares end of shift summaries and communications for management and other shifts
• Encourages day to day up selling of guest accommodations and promotes hotel hotel services and loyalty program
• Makes reservations in accordance with hotel’s yield management practices
• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
• May be responsible for answering and fielding all calls to the hotel, both internal and external
• Identifies and records special billing instructions and notifies Accounting
• Obtains appropriate approvals and signatures for guest transactions
• Follows hotel policy on cash banks
• Maintains confidentiality of guest information
• Creates 100% guest satisfaction by providing the Rodeway Inn experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
• Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
• Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest

Requirement/Skills

• Strong customer service experience required
• Previous hotel experience preferred
• Ability to maintain a positive and professional attitude when handling all situations
• Solid computer skills
• Ability to push/pull up to 30lbs
• Ability to work flexible schedule, including morning, afternoons, nights and weekends
• Excellent communication skills
• Must possess a strong team spirit
• Choice computer applications experience preferred

Physical Demands

• Ability to stand, stoop or bend for entire shift
• Ability to lift up to 20 pounds

Other Information

The hotel business functions seven days a week, 24 hours a day. All colleagues must realize this fact and be aware that at all times it may be necessary to move colleagues from their accustomed shift and alter assigned duties as business dictates. In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Job Types: Full-time, Part-time, Permanent, Casual

Salary: $18.50-$25.00 per year

Expected hours: 16 – 40 per week

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Supplemental pay types:

• Overtime pay
• Retention bonus

Ability to commute/relocate:

• Niagara Falls, ON L2G 3Y9: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (required)

Experience:

• Front desk: 1 year (preferred)
• Hotel: 1 year (preferred)

Work Location: In person