Guest Service Liaison Agent

2 weeks ago


Winnipeg, Canada Holiday Inn Express Winnipeg Airport Polo Park Full time

Full Job Description

Here are Holiday Inn Express, We want the best experience for our guests, Being Ready to cater their needs.

We are looking for a Guest Service Liaison Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation. This new position's responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. In addition, as a Liaison Agent, you will be providing support in different department. You will be trained to different department, but most of all your focus will be in the Front Desk and Shuttle/Concierge Service. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.

**Responsibilities**
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Liaise with our Breakfast Team to help if it's busy
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
- Be available to be our Concierge, Shuttle Driving

**Skills**
- Work experience as a Hotel Front Desk Agent, Receptionist or similar role is an asset/preferred
- Experience with hotel reservations software, like OperaPMS
- Understanding of how travel planning websites operate, like Booking and TripAdvisor
- Customer service attitude
- Excellent communication and organizational skills
- Degree in hotel management is a plus
- Eager and Willingness to Learn
- A Can do personality
- Initiative and passion to create the best guest experience
- Driver's License is a must and must be available as early as 5am - Kindly indicate you have a driver's license and legally can drive if not, you will not be contacted

Pay: $15.30-$16.50 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekends as needed

Supplemental pay types:

- Overtime pay
- Tips

Ability to commute/relocate:

- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2024-05-16


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