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The Guest Service Agent plays a key role in providing excellent customer service and assisting with the smooth operation of the hotel’s front desk. As a key point of contact for guests, the Guest Service Agent will assist with check-ins, check-outs, guest inquiries, and requests, ensuring a seamless and positive guest experience.
This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The Guest Service Agent is expected to represent the hotel in a professional and courteous manner, upholding the brand’s reputation for exceptional service.
Key Responsibilities
Guest Interaction & Service
- Greet guests warmly and professionally upon arrival, assisting with check-in and check-out processes.
- Answer phones, emails, and in-person inquiries, providing accurate information regarding hotel amenities, services, and local attractions.
- Handle guest requests and concerns promptly, ensuring timely resolution and maintaining high satisfaction levels.
- Upsell hotel services, rooms, and amenities to enhance the guest experience
Front Desk Operations
- Process guest check-ins and check-outs, ensuring accuracy in reservations, payments, and billing.
- Ensure the front desk area is clean, organized, and welcoming at all times.
- Manage guest room assignments, handling special requests and ensuring proper room allocation.
- Monitor and update guest information in the Property Management System (PMS).
Guest Safety & Security
- Ensure guest safety by adhering to hotel security protocols and being vigilant of any potential issues.
- Provide guests with room keys and necessary security information, including emergency exits and procedures.
- Report any safety hazards, maintenance issues, or unusual incidents to management immediately.
Team Collaboration & Communication
- Collaborate with housekeeping and maintenance teams to ensure room readiness and address guest needs.
- Communicate effectively with the Front Office Supervisor and other team members during shift transitions to ensure smooth operations.
- Assist in resolving guest concerns and escalate complex issues to the Front Office Supervisor or Duty Manager as needed.
Administrative Tasks
- Assist with daily cash handling and credit card transactions at the front desk, ensuring accuracy and accountability.
- Complete necessary paperwork for guest arrivals, departures, and any issues that require follow-up.
- Perform other administrative duties as requested by the Front Office Supervisor.
Qualifications
Required Experience and Skills
- Minimum of 1 year in a customer service or hospitality role.
- Strong communication and interpersonal skills.
- Basic computer proficiency, including experience with Property Management Systems (PMS) and other hotel software (training can be provided).
- Excellent organizational skills and the ability to multitask in a fast-paced environment.
- Ability to handle guest inquiries, requests, and complaints with a calm, professional demeanor.
Education
- High school diploma or equivalent required.
- Post-secondary education in hospitality or customer service-related field is an asset.
Physical Requirements
- Ability to stand for extended periods and perform light physical tasks, such as assisting guests with luggage.
- Comfort with occasional evening and weekend shifts, including holidays.
Key Performance Metrics
- Guest Satisfaction: Achieving positive feedback from guests, ensuring excellent service.
- Accuracy and Efficiency: Ensuring accurate guest check-ins/outs, billing, and reservations.
- Operational Excellence: Contributing to the smooth operation of front desk functions during shifts.
- Team Collaboration: Demonstrating effective teamwork and communication with other hotel departments.
Why Join Us?
At Ramada Edmonton South, we offer a dynamic work environment with opportunities for growth and skill development in the hospitality industry. As a Guest Service Agent, you’ll gain valuable experience while contributing to delivering excellent guest experiences. Join our team and be part of a supportive organization dedicated to making every guest’s stay memorable.
Pay: $16.00-$17.00 per hour
Work Location: In person
