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Guest Service Agent

4 months ago

Osoyoos, Canada Walnut Beach Resort Full time

**Job Description of Guest Services Agent**

The key goal of a Guest Services Agent is to achieve customer satisfaction and preform administrative roles in the hotel. As a Guest Services Agent, you’re the guests’ first point of contact and manage all aspects of their accommodation. A Guest Services Agent works to ensure an organized and friendly interaction between the hotel and its guests. A GSA will help create a pleasant and memorable stay for our guests. Guest Service Agents will report directly to the Guest Services Manager.

**Role and Responsibilities**
- Perform all check-in and check-out tasks according to Walnut Beach standard operating procedures
- Complete daily checklists and tasks to maintain organization at the Front Desk in an efficient and timely manner
- Verify and register guests by collecting necessary information (like contact details and exact dates of their stay)
- Provide information about the hotel, available rooms, rates and amenities
- Respond to guest complaints and requests in a timely and professional manner
- Demonstrate proficient understanding of the hotel software systems (RoomKeyPMS and Visionline)
- Demonstrate understanding of Microsoft Word and Excel
- Communicate with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Communicate with housekeeping and maintenance departments to ensure prompt responses to guest needs and of any changes throughout the day
- Up-sell additional packages and services, when appropriate
- Report any accidents or injuries to senior management staff immediately
- Comply with company procedures and safety policies
- Greet guests and visitors as they enter the resort
- Complete check outs and check ins and receive payment
- Be knowledgeable about Walnut Beach Resort amenities and policies in order to advise guests accurately
- Post and balance payments and charges on guest folios
- Anticipate guest needs in order to provide seamless and exceptional service
- Receive and respond to guest concerns and address them promptly with the appropriate manager as needed
- Prepare reports as required
- Arrange transportation or other services for guests
- Other duties as assigned.

**Qualifications and Education Requirements**:

- Previous Front Desk or other hospitality experience preferred
- Strong interpersonal and problem-solving skills
- Excellent communication and organizational skills
- Ability to work cohesively as part of a team as well as independently
- Ability to focus on guest needs, remain calm and professional at all times
- Able to work flexible hours including days, evenings, weekends and holidays
- Must have a valid work permit

**Physical Requirements**
- Must be able to stand for extended periods of time
- Ability to maintain regular, punctual attendance
- Must be able to lift and carry up to 50 lbs
- Strong communication skills

**Job Types**: Full-time, Permanent

**Job Types**: Full-time, Part-time, Permanent

**Salary**: From $17.50 per hour

**Benefits**:

- Discounted or free food
- Extended health care
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Osoyoos, BC V0H1V6: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person