Guest Service Agent

5 months ago

Nisku, Canada Holiday Inn & Suites Edmonton Airport and Conference Centre Full time

**Guest Service Agent Job Description**

The guest service agent is responsible for ensuring 100% satisfaction from the moment of the guests’ first contact with the hotel until the time they depart the hotel. This includes; greeting the guest, making reservations, performing all check in and check out functions, proper disbursement of keys and informing guests about hotel amenities, facilities and services. You are also required to accommodate guest requests, answer telephones, and handle cash and credit card transactions.

A strong customer satisfaction disposition is mandatory
- Arrive a minimum of 10 minutes prior to shift start to receive and pass on information and review front desk logbook and memo board
- Always wear proper uniform and name tag during your shift;
- Contribute to achieving the loyalty of our guest by achieving and exceeding their expectations and providing warm personal service
- Handle guest complaints and comments in a professional manner and provide follow up for co-workers, affected departments and management
- Respond to all guest needs and requests in a timely manner, and ensure that they are documented in logbook when required
- Be aware and informed of rate/sell levels, contracted rates, packages and promotions
- Assign rooms, in a courteous and efficient manner, to all guests, in accordance with operations standards
- Handle room keys for in house guests, ensuring that the hotels security procedures are being followed
- Departure duties include friendly and efficient check out of guest as well as expressing desire for their return business
- Ensure that the front desk and back office are clean and organized
- Ensure all reports are filed to the appropriate departments
- Communicate with co-workers/supervisors/other departments in a professional and courteous manner; assisting where necessary to develop a team spirit and to achieve exceptional standards of work and guest care
- Follow checklist accordingly and ensure your cashier journal and float balance at end of shift. Drop any cash/overage in the safe
- Maintain responsibility and accountability for the hotel property and the safety of guests while on duty
- Ensure that the hotel lobby, public washrooms, business center and fitness center are tidy at the beginning and end of your shift.
- Ensure that the swimming pool are opened by 9am when on AM shift and closed by 10pm when on PM shift. Verify throughout shift that enough pool towels are available
- Ensure the safety and well being of our guests and colleagues by maintaining knowledge of crisis and emergency procedures; as well as Fire Panel/Evacuation procedures
- Follow all hotel policies and procedures as guidelines and complete the daily check lists and all assigned work
- Notify proper departments and General Manager of any unusual incidents as instructed or otherwise deemed necessary regarding the operation and/or safety and security of the hotel, its staff and guests
- Please note that your responsibility is not limited to this description as additional task can be added by management at their discretion.

**Job Types**: Full-time, Part-time
Part-time hours: 30 per week

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Weekend availability

Ability to commute/relocate:

- Nisku, AB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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