POSITION SUMMARY
The Front Desk Agent is responsible for delivering exceptional guest service by performing guest check-ins and check-outs while providing information about the hotel and the city. The Front Desk Agent is expected to actively listen to guests, resolve concerns, and maintain a high level of professionalism at all times.
KEY RESPONSIBILITIES
- Deliver outstanding guest service by warmly welcoming guests, anticipating their needs, and sincerely thanking them for their stay.
- Efficiently process guest check-ins, check-outs, reservations, modifications, and cancellations.
- Secure payment methods and verify and adjust guest billing as required.
- Count and balance the cash float at the beginning and end of each shift, ensuring it remains secure at all times.
- Complete cash reconciliation and end-of-shift reports using the property management system.
- Process all forms of payment, adjustment vouchers, deposits, correction vouchers, and miscellaneous charges; provide guests with change upon request.
- Encode, activate, and organize guest room key cards.
- Prepare and review daily reports and logs.
- Respond promptly to guest requests and relay messages accurately.
- Provide guests with information regarding guest room features, amenities, hotel services, and hours of operation.
- Offer information about the city and recommend local attractions and activities.
- Ensure that all outstanding guest requests or unresolved issues from the previous day are prioritized and resolved.
- Communicate clearly, professionally, and courteously at all times.
- Answer telephone calls using proper telephone etiquette.
- Build and maintain positive working relationships with colleagues and support the team in achieving common goals.
- Notify management of any theft reported by a guest.
- Follow all company policies and procedures.
- Maintain the confidentiality of private and sensitive information.
- Protect company assets.
- Report accidents, injuries, and unsafe working conditions to the supervisor on duty.
- Print emergency contingency lists to maintain an up-to-date record of all guests in case of an emergency.
- Maintain a clean, professional appearance and wear the company uniform in accordance with brand standards.
- Perform any other related duties as assigned.
EDUCATION AND EXPERIENCE
- Diploma in Hospitality, Tourism, or a related field (vocational or college level).
- Minimum of one (1) year of customer service experience.
- Previous experience as a Hotel Front Desk Agent is considered an asset.
- Experience with a hotel property management system (PMS) is considered an asset.
SKILLS AND QUALIFICATIONS
- Excellent written and verbal communication skills in both English and French.
- Ability to maintain a high level of professionalism at all times.
- Strong organizational skills and exceptional attention to detail.
- Excellent interpersonal and customer service skills.
- Positive attitude with the ability to listen empathetically and respond effectively to guest needs and concerns.
- Strong decision-making and problem-solving abilities with the capacity to work independently.
- Flexible availability, including weekends, mornings, evenings, holidays, and overnight shifts. Occasional overnight shifts may be required to provide coverage for the Night Auditor; additional training will be provided.
- Ability to stand for extended periods.
- Ability to move, lift, carry, push, pull, and place objects weighing up to 15 lbs (7 kg) without assistance.
Equal Opportunity Employer
Our organization is committed to employment equity and to recruiting a diverse workforce while fostering an inclusive workplace culture. We do not discriminate on the basis of gender, race, ethnicity, religion, sexual orientation, age, disability, or any other characteristic protected under applicable provincial or federal laws.
