Guest Service Agent

5 days ago

Whistler, Canada Aava Whistler Hotel Full time

A Guest Service Agent/Reservation Agent provides friendly efficient service to all guests on arrival/departure and while in house. They perform a variety of duties such as guest registration, room inventory control, room assignments, comprehensive checks of room status and availability, filing maintenance reports and incident reports when needed, and the settlement of guest and group accounts and ensuring guest satisfaction.

**Main Duties**:

- To provide courteous and professional guest services
- To check-in and check-out guests
- Book rooms for walk in guests at the prevailing rates
- Follow up on rooms not checked out at the appointed time
- Check arrivals daily for VIP’s and follow up according to what is offered
- Balance a cash float at the end of each shift
- Post any charges to the guest account such as parking, restaurant etc
- Make reservations when reservations department is closed or busy
- Assist guests by answering their questions and performing concierge duties such as booking restaurants and tours etc
- Arrange wake up calls as requested by guests
- Understand all aspects and processing of hotel reservations (creation, changes/modifications, cancellations, etc.)
- Accurate inputting of reservations or changes/modifications to existing reservations
- Entering rooming list as requested by Sales Department
- Ensuring the automatic processing advanced deposits
- Identifying up selling opportunities
- Preparing competitive analysis reports for the Reservations Manager
- Working with the Front Desk to resolve inventory issues such as overselling in a particular room type.
- Ensuring the correct minimum length of stay and deposit/cancellation policies are in place.
- Cover at the Front Desk for breaks and lunches as needed.
- Ensuring excellent service levels are maintained at all times.
- Keep the front desk stocked with information on dining and recreation activities etc
- Ensuring that the filing system is correct and up-to-date
- Ensuring that work space and office are always clean and tidy

**REQUIREMENTS**
- Previous guest relations/reservation experience is preferred
- Knowledgeable in computer functions (Word, Excel, internet, Opera)
- Attention to detail, with the ability to multi-task
- Ability to complete a variety of manual and computer reports
- Must have cash handing skills, including credit card and debit machine functions
- Must be flexible to work weekends, and evenings.
- Must be fluent in English both verbal and written
- Ability to stand on your feet for up to 8 hours a day, with breaks
- Must be able to field deliveries, parcels, and pickups to appropriate departments
- Must be a responsible and capable individual, with good communication skills

**Salary**: $20.30-$25.38 per hour

**Benefits**:

- Dental care
- Extended health care

Schedule:

- 8 hour shift

Supplemental pay types:

- Commission pay
- Overtime pay
- Tips

Application question(s):

- Are you legally eligible to work in Canada?

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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