Hotel Guest Services Representative (Night)

Position Summary:

Under the general direction of the Hotel Guest Service Manager, the Hotel Guest Services Representative is responsible for providing efficient and courteous service to each guest and operate according to the policies, procedures, quality standards and services established by the management team for the satisfaction of internal and external guests. We are seeking individuals that understand we are an approved 24/7 operation, therefore shifts and weekends are required. Must be able to deal calmly and professionally with the public and staff in all situations.

This position requires you to be hands-on and thrive in an exceptional customer service environment. The successful candidate must be a self-motivator, a solid team player, exhibit strong communication skills, and be extremely detail oriented.

Key Accountabilities:

• Check-in & check-out (ensure effective check-in and check-out procedures are followed for individual and group/tour activity)
• Addressing telephone and in-person inquiries
• Inform and follow up with any necessary departments to ensure that all requests for cots, cribs, packages, etc. are delivered to the guests’ rooms and deliver items to guests at their request on an as-needed basis
• Maintain room security by providing effective key control & confidentiality
• Record requests for special accommodations, suites and/or in-house packages. Check daily for out-of-order rooms, VIP rooms, and special accommodations requests, and ensure all Pre-registrations are done correctly
• Follow shift checklists to ensure all duties are completed in a timely manner
• Must maintain proper balance and knowledge of daily transactions and float responsibilities
• Assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy
• Achieve guest satisfaction by responding to and anticipating guests needs ensuring all comments and complains are acted upon in accordance with hotel and Company policy
• Maintaining and balancing sales from the in-lobby kiosk for guests
• Maintaining the guest business center area, including stocking paper and assisting guests with computer inquiries; and
• All necessary additional duties as assigned.

Education and Qualification Requirements:

• Minimum 1-year experience in full-service hotel, preferred
• Must be comfortable working with computers and possess some knowledge or experience using with basic computer software applications (i.e. Word, Excel, etc)
• Working knowledge of reservations system to perform booking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc.
• Previous cash handling experience required;
• Knowledge of area and surrounding attractions
• Possess excellent interpersonal, organizational skills and good attention to detail
• Strong verbal and written communication skills are required; Bilingualism in both French and English is considered an asset
• Ability to work and thrive in a team-oriented environment and be able to function independently.
• Ability to work in a physically demanding area and be familiar with a high-volume, fast-paced, multi-tasking environment.
• Must be available for shiftwork, including weekends, and be able to stand for long periods of time.

Work Environment Conditions:

• Use proper lifting, bending, pushing and pulling techniques
• Perform job tasks and remain vigilant in the event of an emergency
• The capabilities to multitask under time constraints
• This role requires extended period of standing, walking, bending and may lift up to 35 lbs.
• The role requires a flexible schedule that adapts to 24/7 operation, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts.

Special Working Conditions: Our reputation is of paramount importance. As such, we will conduct our business in an ethical and professional manner. Every team member will be obliged to understand and follow all of the policies outlined in Great Canadian’s Corporate Ethics and Conduct Manual and will disclose any irregularities or wrongdoing in accordance with the Company’s Whistleblower Policy. The Company is committed to sound internal control policies and practices. Every team member will follow the internal control practices required of their position and department.

Compliance Requirements: Every team member must comply with all requirements of the Corporate Ethics and Conduct Manual and with all other corporate policies as communicated. Every team member will be familiar with the business process documentation and internal control objectives related to their position and how their job description aligns with specific internal control activities for which they are responsible. Every team member must adhere to all Company and regulatory policies as they relate to functions of the position.

Licensing and Certification Requirements: Permanent employment may be dependent upon the authorization and continued approval of the Provincial/State Regulatory Bodies. New employees may be required to complete an application and, if required, will begin work only after regulatory approval is granted. Existing team members will reapply as necessary, and continuing work will be dependent upon successful reapplication. For positions that require additional certification, the appropriate level of certification will be maintained.

Job Types: Full-time, Permanent

Salary: $17.15-$20.40 per hour

Benefits:

• Dental care
• Extended health care
• Paid time off
• RRSP match
• Vision care
• Wellness program

Schedule:

• 8 hour shift

Experience:

• Hotel & Accommodations Guest Services Staff: 1 year (preferred)
• customer service: 1 year (preferred)

Work Location: In person