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Guest Services Representative
3 months ago
Position Summary
Under the general direction of the Hotel Guest Service Manager, the Hotel Guest Services Representative is responsible for providing 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 internal and external guests.
Key Accountabilities
- Checkin & checkout (ensure effective checkin and checkout procedures are followed for individual and group/tour activity)
- Addressing telephone and inperson inquiries
- Inform and follow up with any necessary departments to ensure that all requests for cots, cribs, packages, etc. are delivered to the guests' rooms and deliver items to guests at their request on an asneeded basis
- Maintain room security by providing effective key control & confidentiality
- Record requests for special accommodations, suites and/or inhouse packages. Check daily for outoforder rooms, VIP rooms, and special accommodations requests, and ensure all Preregistrations are done correctly
- Follow shift checklists to ensure all duties are completed in a timely manner
- Must maintain proper balance and knowledge of daily transactions and float responsibilities
- Assist with cleaning duties in order to maintain a clean and wellordered work area in line with hotel policy
- Achieve guest satisfaction by responding to and anticipating guests needs ensuring all comments and complains are acted upon in accordance with hotel and Company policy
- Maintaining and balancing sales from the inlobby kiosk for guests
- Maintaining the guest business center area, including stocking paper and assisting guests with computer inquiries; and
- All necessary additional duties as assigned.
Education and Qualifications
- Minimum 1year experience in fullservice hotel, preferred
- Working knowledge of reservations system to perform booking reservations, dupe checks, nonguaranteed cancellations, claimed reservations, setting the house statistics, etc.
- Previous cash handling experience required;
- Knowledge of area and surrounding attractions
- Possess excellent interpersonal, organizational skills and good attention to detail
- Strong verbal and written communication skills are required; Bilingualism in both French and English is considered an asset
- Ability to work and thrive in a teamoriented environment and be able to function independently.
- Ability to work in a physically demanding area and be familiar with a highvolume, fastpaced, multitasking environment.
- Must be available for shiftwork, including weekends, and be able to stand for long periods of time.
Work Environment Considerations
- Use proper lifting, bending, pushing and pulling techniques
- Perform job tasks and remain vigilant in the event of an emergency
- The capabilities to multitask under time constraints
- This role requires extended period of standing, walking, bending and may lift up to 35 lbs.
- The role requires a flexible schedule that adapts to 24/7 operation, and will have nontraditional work hours including holidays, evening, overnight or weekend shifts.
