Guest Service Agent

Objective:

The Guest Services Agent is responsible for ensuring the highest standards of hospitality are always demonstrated when welcoming guests into the hotel.

Responsibilities and Essential Duties:

• Follows all established and future front office Standard Operating Procedures.
• Provides value added service to customers to meet or exceed customer expectations:

• Communicates effectively with customers, co-workers, and supervisors.
• Demonstrates teamwork by cooperating and assisting at the front desk as needed.
• Handles difficult guest inquiries and concerns effectively, demonstrating problem resolution, and effective recovery.
• Maximizes Guest Service by exhibiting strong knowledge of the hotel's facilities and services.
• Effectively makes and alters reservations within the hotel PMS system.
• Promptly checks in or checks out guests, with attention to detail and accuracy.
• Reports, turns in, and/or logs all lost and found items according to established procedures.
• Utilizes up-selling techniques to maximize profitability.

• Provides courteous service to customers by adhering to Quality standards:

• Communicates clearly and courteously.
• Demonstrates proficiency in the use of switchboard equipment and the property management system.
• Qualifies and transfers incoming calls promptly to the appropriate extension
• Responds to customer questions regarding hotel, in-house facilities, and local events.

• Provides courteous, prompt, and accurate inter-hotel communications to staff and customers:

• Takes accurate and complete messages.
• Ensures customer needs are met and followed up on in a timely fashion.
• Communicates with authorized personnel by using paging system and radio.
• Follows established hotel security and safety policies as required.
• Key member of crisis and emergency team.

• Identifies and forwards incoming faxes, customer mail, packages, and messages promptly.
• Maintains regular attendance as required by scheduling which will vary according to the needs of the hotel.
• Ensures organization and cleanliness of the front desk area.
• Prints and distributes reports and vouchers as needed.
• Reports all concerns related to Engineering/Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Provides exceptional Guest Service at all times.
• Other projects/duties as assigned.

Job Specifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: High School diploma

Interpersonal Skills: Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under stressful situations. Must be able to work well under pressure. Takes pride in a job well done.

Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Safety and Security: Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions. Flexible to work a variety of shifts.

Innovation: Generates suggestions for improving work.

Language and Communication Skills: Ability to read, write, and comprehend instructions, correspondence, and memos in English.

PHYSICAL DEMANDS:

Lifting - Under 20lbs 50% of work time, Carrying - Under 20lbs 50% of work time, pulling – Under 20lbs 10% of work time, Bending, standing, reaching, and kneeling.

WORK ENVIRONMENT:

The work environment is a hotel setting, which has the following conditions: low-medium noise environment

Job Types: Full-time, Permanent

Salary: $19.00-$20.00 per hour

Benefits:

• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• On-site gym
• On-site parking

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Overtime
• Weekends as needed

Supplemental pay types:

• Overtime pay

Experience:

• customer service: 1 year (preferred)

Work Location: In person