Front Desk Agent

5 months ago

Vancouver, Canada Century Plaza Hotel Full time

The **Century Plaza Hotel** in Downtown Vancouver is seeking full time **Front Desk Agent.**

As Front Desk Agent, you will provide that critical first impression to our guests and have a natural passion for delivering exceptional service, welcoming and serving guests in-person and over the phone every day. You will be adept at solving problems, comfortable using a computer to check guests in and out, and accurate with handling cash and credit card transactions accurately and confidently.

**GENERAL DUTIES**:

- Creates a memorable arrival and departure experience by providing a personalized check in and check out experience;
- Reviews arrivals list for the day and checks VIP notes and special requests;
- Upsells rooms whenever possible to achieve the highest possible room rate;
- Maintains a balanced float assigned by the hotel. Reconcile all transactions at the end of each shift;
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist guests in all inquiries in connection with hotel services, hours of operations, in-house events, directions, etc.;
- Answers internal and external telephone inquiries in an efficient and friendly manner, following hotel telephone etiquette guideline and using guest names when possible;
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff;
- Answers guest calls and direct them appropriately;
- Confirms out-of-order rooms with Housekeeping, and updates status of rooms as necessary;
- Completes shift checklist and passes on important information;
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Concierge, Bell Staff, and lobby coverage;
- Abides by the policies and procedures as set out in the Colleague Handbook and any other applicable policies;
- Must work harmoniously and professionally with co-workers and management;
- Any other duties as assigned by supervisor / manager.

**JOB REQUIREMENTS**:

- Minimum of 1 year in hotel front desk operations, as well as in-depth hotel guest service knowledge;
- Minimum of High School education, post-high school education preferred;
- Basic computer skills;
- Experience with Opera Cloud PMS system a definite asset;
- Ability to communicate effectively verbally and in writing;
- Ability to exceed expectations of guests and team members;
- Excellent time management skills.
- Must be legally entitled to work in Canada;
- Must reside in the B.C. Lower Mainland area.

**We offer an excellent benefits package for full time employees, which commences after the probationary period.**

Thank you for your interest

**Salary**: $23.00 per hour

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Weekends as needed

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hotel Guest Services: 1 year (preferred)
- Opera PMS or similar: 1 year (required)

**Language**:

- English (required)

Work Location: In person

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