Guest Services Agent

3 weeks ago

Vancouver, Canada SilverBirch Hotels & Resorts dba: Residence Inn by Marriott Vancouver Downtown Full time

SilverBirch Hotels & Resorts is one of Canada’s leading hotel management companies and manages a large portfolio of full-service, focused service and extended stay hotels across Canada. The company manages independent hotels and hotels operating under major franchise brands, such as Marriott and Hilton.

Duties and Responsibilities:

- Complete all check-ins and check-outs of hotel guests in a timely fashion following proper settlement procedures.
- Communicates with all related departments regarding guest concerns.
- Directs all guest complaints and concerns to the appropriate department.
- Answers the switchboard and all other related phone duties in a polite and professional manner.
- Handles and completes daily cash summaries following credit policies as outlined by management.
- Fully understands the front desk computer system and how all transactions are posted properly.
- Treats all guests in a courteous and friendly manner.
- Familiar with all programs and fully aware of how they work and how to explain and market them to guests.
- Records all guest reservations including group bookings and rooming lists, monitors room inventory on a daily basis. Familiar with rate tiers for all types of accommodations available and maximizes revenue with every check-in.
- Answers and follows up on all guest inquiries and/or complaints concerning the Hotel and its services in a polite and tactful manner.
- Reports all comments regardless of nature to management.
- Provides additional coverage and back-up for night audit shifts when required due to vacations, illness, leave of absences or when additional work needs to be completed.
- Assist with special projects for the Front Office
- Other duties as assigned

Work Requirements:

- Minimum 1-2 year customer service experience
- Flexible and energetic with the ability to work under pressure
- Must have experience with Microsoft Word and Excel
- Ability to prioritize with strong data entry, analytical and communication skills.
- Ability to work with mínimal supervision
- Excellent communication skills
- Exceptionally strong guest service skills to ensure superior guest service and satisfaction
- Team player who is able to recognize the value of both internal and external guests
- Passion and drive to work, excel and grow in the Hospitality Industry
- Able to multitask and meet deadlines
- Must be able to work various shifts including morning, afternoon, weekends and graveyards.

Preferred Skills & Qualities:

- Hospitality experience preferred
- Experience with FOSSE or other PMS systems an asset
- Tourism/Hospitality Management Diploma or Post-Secondary Degree preferred

We offer associates flexible schedules, competitive wages and benefits designed to serve the unique needs of our diverse workforce and we are committed to continually ensuring market competitiveness. Our philosophy is to have a balanced focus on our associates, our guests and the reinvestment into our properties. We believe in a performance driven culture where our associates will be engaged in their careers and be enabled by supporting systems and processes. If you are interested in joining SilverBirch Hotels & Resorts, we want to hear from you

SILVERBIRCH HOTELS & RESORTS WELCOMES AND ENCOURAGES APPLICATIONS FROM PEOPLE WITH DISABILITIES. ACCOMMODATIONS ARE AVAILABLE UPON REQUEST FOR CANDIDATES TAKING PART IN ALL ASPECTS OF THE SELECTION PROCESS.

NOTICE TO POTENTIAL JOB APPLICANTS

If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts
- does not make unsolicited offers of employment.

If you have been approached by any entity engaging in such practices who claims to represent SilverBirch Hotels & Resorts, please advise us immediately.

**Salary**: $23.68 per hour

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

**Experience**:

- Front desk/Guest services: 1 year (preferred)

Work Location: In person

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