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Front Desk Agent

3 months ago

Vancouver, British Columbia, Canada Lonsdale Quay Hotel Full time

The Lonsdale Quay Hotel, located at Northshore's vibrant waterfront, is currently seeking to hire a highly professional, ethical and customer service oriented, front desk agent, to be a part of our team.


Full Job Description

Main Responsibilities

  • Register guests arriving to the hotel and checking out departing guests.
  • Provide courteous, prompt, professional and attentive guest service at all times, developing a personal rapport with guests; ensuring they receive a positive first and last impression of the Hotel.
  • Adhere to all policies and procedures set forth by the Lonsdale Quay Hotel
  • Participate in and oversee the completion of the Front Office task list and special projects.
  • Ensure that any guest concerns are resolved and addressed accordingly and handovers are communicated professionally and efficiently to the concerned shifts.
  • Assists with training of new associates, if required.
  • Adhere to all emergency procedures when called upon and protect the safety and security of hotel guests and associates.
  • Assist the AFOM and FOM with other assigned duties.
  • Adhere to and promote all company health and safety policies and procedures to ensure a safe work environment.
  • Welcoming each guest to our hotel in the most professional and courteous manner.
  • Perform a seamless and flawless checkin experience, collecting & confirming pertinent guest information and ensuring all requests and inquiries are promptly addressed.
  • Perform a faultless departure process, settling final accounts, offering your personal assistance on future reservations, taking immediate ownership of any concerns and leaving a final impression that instills within the guest an eagerness to return.
  • Communicate pertinent guest information and requests to the appropriate department for immediate action.
  • Act as a knowledgeable hotel ambassador, responding to guest inquiries with ease & finesse.
  • Maintain complete knowledge of all aspects of the hotel, including, however not limited to, features and services provided and their hours of operation, room types, layout and location.
  • Ensuring that the cash count and all other transactions are balanced in accordance to the shift.
  • Immediately take ownership of all guest issues as they arise, documenting and following through to their full resolution.
  • Play a supporting role in accepting reservations inquiries during periods of high volume in the Reservations Department.
  • Perform additional duties, as assigned by management.
  • Must communicate with guests and staff in English language only.
  • All hotel policies, rules and regulations are are followed

JOB REQUIREMENTS

Qualifications

  • Minimum one year of previous hotel front desk agent experience
  • Fluent in English, both verbal and written.
  • Exceptionally knowledgeable of all hotel related information including: outlet hours of operation, outlet menus, meeting facilities, room and rate structuring and current promotion.
  • Familiarity with all guest related activities and events available within and though outside agencies including: theater, sporting events, recreational activities and the arts.
  • Monitors house accounts, adjusting weekly and balancing forward daily.
  • Sorts shift work balancing adjustments, and charges making all necessary corrections.
  • Maintains all necessary system backups daily (PMS, merchant interfaces, etc).
  • Completes credit card balancing and processing in a timely manner, ensuring that work is transmitted daily and all back up filed properly.


Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.


  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with our services, hours of operations, key personnel, inhouse events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and Level practices.
  • Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
  • Complies with Work Rules and Standards of Conduct.
  • Works harmoniously and professionally with coworkers and supervisors.
  • Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas to provide information, ticketing, and reservations for guests.
  • Stores and retrieves guest luggage and packages.
  • Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
  • Provide basic tro