Front Desk Agent

7 days ago

Montreal, Canada Accor Hotels Full time

Job Description

To manage all activities relevant to the Front Desk such as the reception, check in / out, cashiering, foreign exchange and assisting guest with inquiries.

KEY ROLES & RESPONSIBILITIES

  • Provide warm, sincere and engaging service that ensures Guests feel valued
  • Treat each and every Guest as a unique individual
  • Anticipate Guests’ needs with thoughtful and personal touches
  • Resolve Guest problems and never say “no” without offering an alternative
  • Be an ambassador for the Brand, Hotel, Community and Colleagues
  • Be guided by Accor core values: Guest Passion, Sustainable Performance, Spirit of Conquest, Innovation, Trust and Respect.
  • Take an active, positive role within the Hotel
  • Maintain a professional appearance
  • Participate in pre-shift briefings and monthly meetings to ensure open lines of communication
  • Register and room all guest arrivals according to established procedures
  • Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
  • Maintain cashier float and ensure accurate daily report of all money received
  • Cash hotel guests’ personal and travelers checks and assist with currency exchange
  • Keep abreast of all modifications to accounting policies and procedures
  • Attend to guests’ request of using the service of safety box at all times
  • Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Le Club Accor Programs, and also Fine Resort & Hotel programs
  • Attend to guest’s complaints, inquiries and requests, refer problems to Supervisor/ Manager
  • Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
  • Ensure that the guests depart the hotel with a positive impression of hotel service
  • Perform the audit balances and prepare all reports for audit in an orderly fashion
  • When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
  • Maintain comprehensive knowledge of standard reservation procedures
  • Maintain exemplary department standards of behavior and appearance and attitude
  • Ensure front desk work area is kept clean and in an orderly state at all times
  • Is fully aware of the Credit policy
  • Adhere to Occupational Health & Safety policies and procedures
  • Perform related duties and special projects assigned

Qualifications
  • Post-Secondary Education or relevant qualifications in Hotel Management
  • Minimum 2 years Front Desk/Guest Relations experience preferably in a four or five star hotel

Additional Information
  • Strong written and verbal communication skill in English and Friench
  • Able to develop rapport with and gain support from Colleagues and Management staff
  • Ability to work cohesively with co-workers as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Ability to promote positive relations with all guests and colleagues
  • Able to exercise good judgment with difficult guests
  • Understanding and ability to work in a multi-cultural environment
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