Position Summary: Must provide efficient and courteous service to each guest and operate according to the policies, procedures, quality standards and services established by the management team for the satisfaction of all internal and external guests. Must be willing to work shifts and weekends, if required. Must be able to work rapidly during busy periods while remaining calm and professional.
Areas of Accountability:
1. Achieve high end guest satisfaction
2. Oversee and participate in the prompt and courteous handling of all guests as necessary, including but not limited to, check-in & check-out, telephone and personal inquiries, luggage & vehicle handling
3. Maintain rooms security by providing effective key control & confidentiality
4. Meet and exceed customer expectations by ensuring you provide superior service and teamwork:
5. Ensure that all customer services are delivered efficiently and effectively
6. Effectively communicate any information or requests to co-workers as necessary to ensure teamwork results in exceptional customer service
7. Record requests for special accommodations, suites and/or in-house packages
8. Check with F.O.M., daily for out-of-order rooms, VIP rooms, and special accommodation requests
9. Ensure all Pre-registrations are done correctly
10. Ensure effective check-in and check-out procedures are followed for individual and group/tour activity
11. Inform and follow up with any necessary departments to ensure that all requests for cots, cribs, packages, etc. are delivered to the guest rooms
12. Must have working knowledge of reservations system to perform taking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc
13. Must have working knowledge of wholesale FIT voucher procedures, gift certificates & Club-cheques
14. Utilize leadership skills and motivation techniques in order to maximize productivity:
15. Motivate through offering examples or leading by example of excellence in customer service
16. Follows shift checklists to ensure all duties are completed in a timely manner.
17. Maintain clean & safe working conditions within department and hotel:
18. Insure all employees follow safety rules and procedures
19. Take corrective action, where required, to improve safety of work areas
20. Must maintain proper balance and knowledge of daily transactions and float responsibilities
21. Keep supervisor promptly & fully informed of problems and unusual matters of
Significance:
22. Read, follow-up and maintain daily logbook entries
GENERAL STAFF DUTIES
1. To adhere to all matters relating to hygiene, health & safety in accordance with provincial laws and company policy.
2. To be aware of the action taken in the event of an emergency (such as fire andbomb threat) in accordance with procedures laid down by company and hotel policy.
3. To be committed to providing exceptional customer service by exceeding customer expectations; utilizing safe and financially sound solutions.
4. To work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by company policy.
5. To be committed to achievement of the company Mission Statement.
6. To achieve guest satisfaction by responding to and anticipating guests needs ensuring all comments and complaints are acted upon in accordance with hotel and company policy.
7. To take every opportunity to be a “sales person” by actively selling special promotions and facilities available within the property in order to contribute to overall profitability.
8. To assist with team member orientation and training within the department as required by hotel and company policy.
9. To maintain standards of punctuality, uniform presentation and personal hygiene.
10. To be aware of and comply with company and house rules.
11. To contribute to cost control through energy conservation and proper usage of storage of all materials/equipment as per departmental standards and manufacturers instructions.
12. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operation.
13. To assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy.
14. To be aware of and adhere to the procedures as written in the Hotel Crisis Communication Plan to ensure that any inquiries from the media are only responded to by the appointed spokesperson in line with company policy.
15. To contribute to the security of the building, company assets and guest/co-worker safety by reporting of suspicious persons and handling of keys/cash as appropriate to the position.
Job Type: Full-time
Pay: From $17.35 per hour
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
Experience:
- Hotel: 1 year (required)
Work Location: In person
