Guest Service Agent

2 months ago

Winnipeg, Canada Best Western Premier Winnipeg East Full time

_Please Note

**Winnipeg’s full service hotel Best Western Premier Winnipeg East is looking to add another full-time team member to their Guest Services Team.**

**About the hotel**: We are a brand-new hotel featuring 141 guestrooms and studios, meeting rooms, bistro/bar, expansive work-out facility and an indoor pool with water slide and hot tub. Our 6-story property offers upscale décor throughout with a whimsical nod to the railway tradition found in East Transcona where we are located. ‘Culture is What people do Without Thinking’ we believe in creating truly remarkable experiences for our guests. If you currently feel under-challenged and/ or unappreciated, its time to take that next step towards the change.

**About the position**: Our guest services agents are the service ambassadors for our property and go above and beyond in providing exceptional customer service to our guests. This is a permanent position. Morning, evening and weekend availability required to meet the business needs. This position will be reporting to our Front Office Manager

**Job Duties**:

- Maintains an inventory of vacancies, reservations and room assignments.
- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
- Knows room locations, types of rooms available, and room rates.
- Registers arriving guests and assigns rooms.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Coordinates guest room maintenance work with the engineering and maintenance division.
- Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
- Knows daily activities and meetings taking place in the hotel.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Manages and resolves all guest complaints in a professional and courteous manner.
- Processes guest check-outs and handles monetary transactions.
- Maintains customers' privacy.
- Maintains a high level of professional appearance and demeanor.
- Processes reservations delivered by telephone, mail, fax, central reservations systems, sales office, and travel agents; and prepares letters of confirmation.
- Communicates reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Stays abreast of selling status, rates, and benefits of all hotel package plans.
- Promotes superior customer care by being courteous, friendly, and helpful to guests, managers, and fellow employees
- Performs other duties as assigned

**Qualifications**:

- Post secondary education in Hospitality or related field preferred.
- High school graduate or equivalent required.
- Ability to communicate clearly.
- Ability to effectively interact with guests, management staff, and other employees in a professional manner.
- Possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
- Skilled in basic math and computers.
- Knowledge of property management systems.
- Ability to work a flexible schedule, including weekends and holidays.
- Must be punctual and maintain regular and reliable attendance.
- Previous hotel-related experience preferred.
- Knowledge of surrounding areas and local events.
- Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Able to properly secure guest information.
- Ability to learn safety, emergency, and accident prevention policies and procedures..

**Job Types**: Full-Time - Permanent

Wage: $17.50 per hour

**Job Types**: Part-time, Permanent

Pay: $17.50 per hour

Expected hours: 32 - 40 per week

Additional pay:

- Tips

**Benefits**:

- Discounted or free food
- Extended health care
- Flexible schedule
- On-site gym
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Holidays
- Monday to Friday
- Morning shift
- On call
- Overtime
- Weekends as needed

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- Hotel Front Desk: 1 year (required)

Work Location: In person

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