Guest Services Agent

2 weeks ago

Ottawa, Canada Bona Hospitality Full time

Guest Services Agent

Full-Time / Unionized

**JOB SUMMARY**

To work with the Front Office Manager to achieve a motivated, organized and empowered Guest Services Team to provide the level of service and to contribute to the overall profitability of the property; professional work standards and guest care set down in the Standards and Procedures Manual and as defined by the Brand. To ensure adherence to all hotel policies, procedures, regulations and standards while striving towards total guest satisfaction. Ensure that front desk operations are working in a professional manner at all times. To assist the Front Office Manager & Supervisors in all areas to ensure a correct and smoothly operating department.

The Guest Service Agent is responsible for ensuring guest satisfaction through proper and effective interpersonal skills and the proper execution of Front desk operations in the PMS system. Achieve goals that support the overall company’s objectives while developing and building relationships. The Guest Service Agent is responsible for providing professional and friendly service for guests and ensuring that all front-line operations run smoothly. This is a unionized position.

**JOB RESPONSIBILITIES**

This position is responsible for the following tasks:

- Personally demonstrating a commitment to guest service in responding promptly to guests’ needs/complaints.
- Empowered to deliver exceptional guest service by responsive guest assistance in a professional manner.
- Maintaining Guest Service as the driving philosophy of the hotel.
- To work in an efficient manner to maximize productivity and guest care following procedures set down in the Standards and Procedure Manual.
- To bring urgent matters to the attention of the Front Office Manager, Supervisor, General Manager, Assistant General Manager.
- To maintain standards of punctuality.
- To attend meetings as requested and to recognize the importance of contributing new ideas and initiatives to the overall success of the operations.
- To maintain a professional and effective working relationship with all departments to ensure that all departments are informed of any potential problems or situations.
- To work and communicate in a professional and ethical manner with colleagues, assisting where necessary to achieve standards and in conjunction with company policies.
- To contribute to the overall security of the Hotel by recognizing and correcting potential security problems.
- Ability to operate the system manually.
- Attend staff meetings.
- Responsible for ensuring full compliance with protocols and procedures related to any front office operations and emergencies on an ongoing basis.
- Up to date on best guests and Marriott Reward members.
- Checks cleanliness of lobby and public areas and proper lighting.
- Check arrivals (daily and weekly) and prepare and check VIP arrivals following up with other departments as needed.
- Follow up with No-Shows.
- Co-ordinates and communicates with affected departments for out-of-order rooms, late check-outs, stay-overs, early arrivals, etc., in order to maintain Front Office functions properly and ensure guest satisfaction.
- Answer guest's inquiries, make reservations, process Market purchases, update folios, ensure proper postings and attend to the needs of the guests.
- Promotes and maintains good public relations.
- Motivates and maintains good staff relations.
- Adheres to hotel policies
- Follows up on credit check report.
- To bring forward any concerns to Supervisors, Front Office Manager, Assistant General Manager.
- Adheres to and ensures a neat appearance, as well as proper and appropriate attitude and behaviour.
- Monitors the current status of coupons, discounts, and other promotional programs.
- Remain up to date on all interfaced systems (EDC, phones, movies, key systems)
- Monitors the current status of coupons, discounts, and other promotional programs.
- Knows how to operate PMS, POS and other front-office equipment and interfaces.
- Ensure issued front desk floats are correct at all times
- Be aware of what is happening at the hotel and surrounding area for the week;
- Regularly review physical and reservation inventory;
- Ensure shift checklists are accurately completed
- Update and follow through with other departments concerning guest requests;
- Be aware of and maintain all Standard Operating Procedures of the Front Desk functions.
- Other tasks as required

**Minimum Qualifications**
- Bilingualism (French & English) preferred
- Must have a minimum of 6-12 months customer service experience
- Possess a strong commitment to delivering exceptional guest service
- Ability to respond professionally and empathically to guest concerns/complaints
- To respond promptly to guest needs & follow through effectively
- Cash handling experience
- Demonstrate professional telephone etiquette at all times
- Considerate of guest security
- Adhere to all Company, hotel & departmental policies & SOPs
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