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Guest Services Representative Hotel-CNB Full time
4 months ago
Position Summary:
To 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 and be able to work rapidly during busy periods while remaining calm and professional
Key Accountabilities:
• Oversee and participate in the prompt and courteous dealings of all guests as necessary including but not limited to:
• Check-in & check-out (ensure effective check-in and check-out procedures are followed for individual and group/tour activity)
• Addressing telephone and personal inquiries
• Delivering luggage to guest rooms
• Inform and follow up with any necessary departments to ensure that all requests for cots, cribs, packages, etc. are delivered to the guest rooms and deliver items to guests at their request
• Meet and exceed customer expectations by providing superior service and teamwork and effectively communicate any information or requests to co-workers to ensure teamwork results in exceptional customer service
• Maintain rooms security by providing effective key control & confidentiality
• Record requests for special accommodations, suites and/or in-house packages. Check daily for out-of-order rooms, VIP rooms, and special accommodation requests, and ensure all Pre-registrations are done correctly
• Follows shift checklists to ensure all duties are completed in a timely manner.
• Must maintain proper balance and knowledge of daily transactions and float responsibilities
• Keep supervisor promptly & fully informed of problems and unusual matters of significance
• Read, follow-up and maintain daily logbook entries
• Performs all duties and responsibilities in a timely and efficient manner in accordance with the corporate policies and procedures to achieve the overall objectives of this position.
• To adhere to all matters relating to hygiene, health & safety in accordance with Provincial laws and company policy.
• 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.
• 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.
• To assist with team member orientation and training within the department as required by hotel and company policy.
• To maintain standards of punctuality, uniform presentation and personal hygiene.
• To be aware of and comply with company and house rules.
• To contribute to cost control through energy conservation and proper usage of storage of all materials/equipment as per departmental standards and manufacturer’s instructions.
• To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operation.
• To assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy.
• 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.
• 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.
• Foster a spirit of teamwork while ensuring the department provides superior customer service to hotel employees and guests alike.
• Maintains safe working conditions by following safety rules and procedures and notifies management of problems where necessary.
• Ensures hotel management is informed of all unusual problems or matters of significance.
• At all times projects a favorable image of the Hotel Casino New Brunswick to the public
• Performs all duties and responsibilities in a timely and efficient manner in accordance with the corporate policies and procedures to achieve the overall objectives of this position.
• 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.
• 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.
• To assist with team member orientation and training within the department as required by hotel and company policy.
• To maintain standards of punctuality, uniform presentation and personal hygiene.
• To be aware of and comply with company and house rules.
• To contribute to cost control through energy conservation and proper usage of storage of all materials/equipment as per departmental standards and manufacturer’s instructions.
• To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operation.
• To assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy.
• 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.
• 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.
• All other duties as assigned.
Education and Qualification Requirements:
• Minimum 1 year experience in full service hotel preferred
• Basic computer Skills: Microsoft Word, Excel. Internet
• Knowledge of the area and surrounding attractions
• Working knowledge of reservations system to perform taking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc
• Must have working knowledge of voucher procedures, gift certificates
• Bilingualism an asset
Work Environment Conditions:
• Use proper lifting, bending, pushing and pulling techniques
• Perform job tasks and remain vigilant in the event of an emergency
• The capabilities to multi task under time constraints
• Work within a 24/7 operation with ability to work flexible hours when required (days, evening, nights, weekends and holidays)
• Willing to submit to a criminal record check with results acceptable to our organization, standards and position, and/or obtain and maintain an NBLGC license registration
• Must have employment eligibility in Canada
• Must be 19 years of age or older
Special Working Conditions: Our reputation is of paramount importance. As such, we will conduct our business in an ethical and professional manner. Every team member will be obliged to understand and follow all of the policies outlined in Great Canadian’s Corporate Ethics and Conduct Manual and will disclose any irregularities or wrongdoing in accordance with the Company’s Whistleblower Policy. The Company is committed to sound internal control policies and practices. Every team member will follow the internal control practices required of their position and department.
Compliance Requirements: Every team member must comply with all requirements of the Corporate Ethics and Conduct Manual and with all other corporate policies as communicated. Every team member will be familiar with the business process documentation and internal control objectives related to their position and how their job description aligns with specific internal control activities for which they are responsible. Every team member must adhere to all Company and regulatory policies as they relate to functions of the position.
Licensing and Certification Requirements: Permanent employment may be dependent upon the authorization and continued approval of the Provincial/State Regulatory Bodies. New employees may be required to complete an application and, if required, will begin work only after regulatory approval is granted. Existing team members will reapply as necessary, and continuing work will be dependent upon successful reapplication. For positions that require additional certification, the appropriate level of certification will be maintained.
