Guest Service Agent

8 months ago

Cold Lake, Canada Hotel Dene and Conference Center Cold Lake Full time

**As a Guest Service Agent at Hotel Dene, here is what you will be doing each day**:

- Greet customers immediately with a friendly and sincere welcome.
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
- Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
- Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
- Field guest inquires, conducting thorough research to develop the most effective solutions. Listen and extend assistance in order to resolve problems
- Perform any other job related duties as assigned.
- Able to show proof of vaccination (see statement below).
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
- Ability to observe and detect signs of emergency situations.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
- Ability to work a variety of shifts, including days, evenings, weekends and holidays

**In return**, you will be provided with a respectful and diverse work environment, where your experience, passion and dedication will be rewarded. We offer a highly competitive total rewards package including a benefits and RRSP matching program, and the opportunity to grow and continue to develop in your field.

**DIVERSITY STATEMENT**:
**Our Differences Are What Make Us Great**

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

**VACCINATION STATEMENT**:
**PERFORMANCE STANDARDS**

Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

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