Under the direction of the Guest Services Operations Manager, and amongst a great team, the Guest Services Agent (Front Desk Agent) will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences.
To be successful in this role, an individual must be willing to continually grow and find efficiencies in how they work and how to problem solve. The needs of our guests is always changing and we need to change with it.
The Guest Services Agent (Front Desk Agent) is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments. They are passionate about serving others and working as a team with associates from all departments.
Duties & Responsibilities:
- Welcome guests upon arrival, obtains valid methods of payment and identification, verify all information on the reservation, ensures all guests establish credit and provides the guest with information on hotel amenities
- Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required
- Monitors room inventory on a daily basis
- Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity in order to contribute to overall profitability
- Answer guest inquiries regarding rates, special packages, and general information accurately and in a timely manner
- Create guest reservations via telephone, central/global reservations, and in person
- Present statement of charges to departing guests and receive payment
- Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information
- Identify and record special billing instructions and notify Finance
- Improve timeliness of cash flow by adhering to all established credit and inventory control procedures
- Support in ensuring brand rewards programs are promoted, encouraging memberships and follow through on delivery of benefits
- Utilizes technical resources such as email, property management system and point of sales system
- Reviews emails and log books to stay current with updates regarding the hotel and guest service
- Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes
- Report any found property following the lost and found procedures and guidelines
- Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures
- Responding to and anticipating guest needs such as responding to special requests. Follows through on guest requests promptly, efficiently and courteously
- Treat each individual with respect and fosters a cooperative, productive, positive and respectful work environment
- Work and communicate in a professional and ethical manner
- Assist coworkers where necessary
- Provide information to guests about local attractions, services, hotel services and other amenities
- Assist with team member orientation and training as required
- Maintain standards of punctuality, uniform presentation and personal hygiene
- Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation
- Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating SilverBirch Values (Engagement, Quality, Performance, Integrity and Growth) and Brand Values
- May be required to provides additional coverage and back up for night audit shifts (typically 11 p.m. to 7 a.m.) when required due to vacation, illness or when additional work needs to be completed
- Other related duties and projects as assigned
Skills, Knowledge and Abilities Required:
- Excellent guest service
- Excellent communication skills both verbal and written
- Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel
- Highly organized, able to multi-task and detail oriented
- Works well under pressure and without supervision
- Able to perform well in a fast-paced environment
- Energetic, honest, self-motivated and flexible
- Excellent communication and interpersonal skills
- Reliable, punctual and dependable
- Strong teamwork skills
- Able to sell the services of the hotel
Preferred Education & Qualifications:
- 1 years previous guest service experience is required
- Previous hospitality experience is an asset
- Previous professional experience requiring the use of a computer is an asset
- Diploma in hospitality is an asset
- WHMIS is an asset, however training can be provided by the hotel
- Ability to communicate verbally and written in English
Working Conditions:
- Primarily in an office environment
- Sometimes exposed to frequently open doors to the outside
- Fast paced environment that is often demanding
- Stand, walk and remain on feet to perform job duties for entire shift duration
- Reach overhead and below the knees, including bending, twisting, pulling and stooping
- Use of cleaning chemicals
- Available for working a variety of shifts which includes weekends, statutory holidays and evenings
Job Types: Full-time, Part-time, Casual, Seasonal
Pay: $18.29-$19.79 per hour
Benefits:
- Employee assistance program
- On-site parking
- Paid time off
- RRSP match
Application question(s):
- What is your availability for working? The shifts are typically between the hours of 7 a.m. and 11 p.m. The two main shifts are 7 a.m. to 3:30 p.m. and 3 p.m. to 11 p.m.
- Are you able to work in an environment where standing for the majority of the shift is normal, and multi-tasking and working independently are required?
- Are you looking for a full-time or part-time role?
- Are you available to work overnight shifts (11pm-7am) on a rotational/shared basis?
- Are you available to work weekends on a regular basis?
Work Location: In person
