The position of Guest Services Agent is often the initial point of contact for guests of the hotel. This position is responsible for greeting and registering guests, providing outstanding service for guests during their stays, and settling guest accounts upon completion of their stays. The Guest Services Agent is also responsible for making and modifying reservations, acting as hotel operator and providing concierge duties.
Main Duties:
- Performs check-ins and check-outs ensuring that each client transaction involves a high level of customer service and satisfaction.
- Maintain a professional image and service oriented environment at all times to support a positive customer service experience and service excellence at the hotel property.
- Takes reservations over the phone, in person, or via online resources, and ensures all aspects of reservation procedures are followed including booking, confirmation and cancellation policies.
- Makes adjustments or modifications to reservations based on guest requests.
- Effectively and efficiently operates Property Management System (PMS) for processing guest charges.
- Effectively and efficiently operates Point of Sale (POS) system for processing guest payments.
- Ensures hotel policies, house rules, methods and procedures to support administration and front office operational efficiencies are followed.
- Effectively handles basic complaints providing problem solving, and efficiently handling special requests or other issues that may arise. Resolves perceived guest problems quickly, efficiently, and courteously.
- Responds to incidents of noise, unruly behaviour and guest complaints and notifies Front Office Manager of escalated complaints as appropriate.
- Responds to guest requests (i.e. extra towels) and notifies the appropriate internal contacts.
- Processes express check-outs as well as routine checkout services.
- Ensures logging and delivery of all messages, and/or deliveries, in a timely and professional manner.
- Verifies the accuracy of guest accounts and handles discrepancies. Identifies issues of potential fraud and immediately notifies the Front Office Manager.
- Produces daily reports, compiles statistical reports for the Front Office Manager.
- Ensures the accuracy of financial information required for daily audits.
- Maintains current knowledge of local events, tourism amenities and weather forecast.
Skills Requirements:
- High School diploma, with several years experience in a hospitality or front desk role being an asset.
- Possess a high level of professionalism and superior customer service for guest relationship building including ability to manage customer conflict.
- Excellent interpersonal, multi-tasking, coordination and organizational abilities.
- Demonstrated initiative, sense of urgency, and strong problem solving skills.
- Able to effectively influence, negotiate and build relationships.
- Good decision making abilities and demonstrated good judgment.
- Analytical with an aptitude for cross-referencing, handling money, accounting procedures and Point of Sale (POS) systems.
- Ability to collaborate effectively with others.
- Effective English verbal and written communication skills.
- Knowledge and ability to respond effectively during emergency situations.
- Knowledge of occupational health and safety requirements consistent with hospitality sector.
- Ability to maintain accurate manual and electronic files and to ensure confidentiality of data.
- Strong knowledge/accuracy in MS Office, reservations software and ability to learn new software quickly.
- Ability to work a variety of shifts (including weekends and Statutory Holidays).
Job Type: Full-time
Pay: From $16.00 per hour
Additional pay:
- Overtime pay
Benefits:
- Extended health care
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Overtime
- Weekends as needed
Ability to commute/relocate:
- Edmonton, AB: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person