POSITION SUMMARY
We are looking for a positive and energetic individual to join the Front Desk team in the role of Front Desk Agent. This individual is responsible for registering guests into the hotel and acting as an ambassador to Pan Pacific at all times.
KEY RESPONSIBILITIES
The key responsibilities of the Front Desk Agent include but are not limited to:
- Ensure that guests receive a positive first and last impression of the Hotel; greet and register guests (check guests in and out); liaise with all other departments.
- Responsible for managing a cash float and performing cashier duties.
- Handle guests’ requests and answer questions.
- Enter data into the computer; help store luggage; report equipment problems and/or damage.
- Answer telephones in a friendly, yet professional manner and greet guests in a timely manner in accordance with Pan Pacific Vancouver Standards; interacts with other departments in a professional and courteous manner.
- Ensure that assigned duties are completed during the course of a shift; restock all necessary items during the course of a shift.
- Understand the need and willingness to work in other related departments during peak periods as required (i.e. Reservations and Pacific Club).
- Perform other job-related duties and special projects as assigned.
Physical Demands
Physical aspects of the position include but are not limited to the following:
- Involves long periods of standing; prolonged computer use throughout the shift.
- Occasional kneeling and will require lifting of luggage for storage.
COMPETENCY PROFILE
Must possess excellent interpersonal skills with excellent communication and observational skills; contributes an energetic and positive attitude to the hotel atmosphere.- Must have demonstrated the ability to work effectively under pressure and have the ability to handle high volumes of challenging guest-related interactions with professionalism.
- Must be extremely well organized and detail-oriented; the ability to be able to balance technical and guest service successfully is critical.
- Maintain the highest standard of professionalism, ethics, grooming, and attitude towards guests, clients, and other associates; Maintain professional business confidentiality as required.
SELECTION CRITERIA
Qualifications and Technical Experience
Previous experience in a guest service position; Front Office experience an asset.- Post-secondary education in Hotel Management, or equivalent experience.
- Ability to sell and/or up-sell and cash handling skills.
- Computer Skills - Demonstrated ability with regard to computer skills, including an intermediate level of Microsoft Office. Suite, proficiency with e-mail, internet and data base applications. Experience using hotel programs - Opera is an asset.
- Excellent oral & written communication and interpersonal skills; Spoken English is mandatory and additional language(s) an asset.
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