Front Desk Agent

7 months ago

Barrie, Canada Hampton Inn & Suites by Hilton, Barrie Full time

SCOPE AND GENERAL PURPOSE

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Hampton and brand high standards of quality.
MAIN DUTIES
**1. **Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.

**2. **Be competent in the use of the computer in line with laid down procedures.

**3. **Check in/check out guests in a friendly and professional manner ensuring accuracy of all information/billing. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

**4. **Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate and other reservation details. Verify and imprint credit cards for authorization using electronic acceptance methods.

**5. **Promptly answer telephone using positive and clear communication. Input messages into the PMS and Communication Log for the team to handle. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

**6. **Carry out all Guest Services and cashiering duties achieving accuracy and logical work sequence. Handle cash, make change and balance an assigned house bank.

**7. **Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

**9. **Liaise with Housekeeping and Maintenance regarding the availability of rooms in order to contribute to the smooth running of the property and the satisfaction of our guests.

**10. **Be alert to/respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required in order to contribute to the development of customer loyalty.

**11. **Carry out security checks of the lobby (or liaise with security as appropriate) to ensure property and employee safety following procedures laid down by property policy.

**12. **Ensure full completion of all duties relating to the shift and a concise hand over in order to assist the smooth running of the property, effective team work and guest satisfaction.

**13. **Comply with attendance rules and be available to work on a regular basis.
14. Perform any other job related duties as assigned. REQUIRED SKILLS AND ABILITIES - Must have the ability to understand and communicate in English. - Self-starting personality with an even disposition. - Maintain a professional appearance and manner at all times. - Must communicate well with both external and internal customers. - Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. - Must be fit to execute the following routine job demands: climbing, reading, standing, walking and routinely lifting up to 25 lbs. - Must be able to receive instructions and communicate/coordinate/report progress of work assigned.

**Job Type**: Part-time

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Ability to commute/relocate:

- Barrie, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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