Front Desk/reservations Agent

6 months ago


Toronto, Canada Windsor Arms Hotel Full time

We are seeking a friendly and professional Front Desk/Reservations Agent to join our team. As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional customer service and ensuring a positive experience during their stay. This is an excellent opportunity to work in the hospitality industry and contribute to the success of our hotel.

**Duties & Responsibilities**
- Welcome guests in a friendly, prompt, and professional manner.
- Perform check-in and check-out procedures using Webrez. Obtain guest information and ensure that the assigned room type and rate are correct. Review billing with guest upon check-out and obtain the guest’s signature.
- Register guests, issue room keys, and provide information on hotel services and room location. Answer phones promptly and courteously.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures, including posting all charges and completing cashier and other reports.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Always maintain positive guest relations.
- Resolve guest complaints, ensuring guest satisfaction.
- Coordinates any room changes or moves.
- Access all functions of associated Front Office systems.
- Accommodate and/or coordinate all telephone requests in a congenial manner within 5 minutes of request.
- Respond to all incoming telephone calls within 3 rings, using proper salutation and closing.
- Upon request, provide guests with recommendations for dining, shopping, and any other inquiries. Has an extensive knowledge of the area.
- Provide callers with accurate information on hotel facilities and services.
- Monitor and maintain a log of all room-related issues.
- Communicate room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals and “rush” rooms.
- Document all guest complaints or problems; notify designated department/ personnel to resolve the situation; follow up to ensure completion and guest satisfaction.
- Communicate important information with the previous and next shifts.
- Document maintenance needs on work orders and submit them to the Manager.
- Understand and be able to assist with hotel emergency procedures (guest evacuations, fire alarms, etc.)
- Perform other duties as requested by the General Manager.

**Qualifications and Skills**:
*A minimum of 3 years previous experience working at the Front Desk of a luxury hotel.

*A University or College Hospitality Diploma is an asset.

*Proficient with Property Management Systems.

*Knowledge of computers and cash handling experience is mandatory.

*Ability to be punctual and reliable is mandatory.

*General knowledge of local area attractions and transportation.

*Excellent communication and organizational skills; friendly and courteous disposition even in stressful situations.

*Must be enthusiastic about working in the hotel industry, and be detail oriented.

*Excellent command of the English language, both written and verbal. Second language is an asset.

*Arrive dressed in professional attire and maintain a neat personal appearance every shift.

**Salary**: From $21.00 per hour

Expected hours: 30 - 35 per week

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed

Work Location: In person


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