Guest Services Representative

3 months ago

Greater Sudbury, Canada Holiday Inn Full time

**JOB TITLE**: Guest Services Representative

**DEPARTMENT**: Front Office

**REPORTS TO**: Front Office Manager / MOD / General Manager / Director of Operations

**As a Guest Service Representative, your duties include but are not limited to the following**:

- Maintain professional grooming standards as per company policy.
- Be equipped with complete, accurate and up to date product knowledge. Be able to provide firsthand information of the hotel and its facilities as well as local tourist attractions and information on Sudbury. Be familiar with the IHG Loyalty program.
- Perform responsible cashiering duties such as maintaining cash float, correct posting of charges. Ensure proper handling of financial transactions (PCI Compliance) at all times.
- Answer external and internal telephone calls in a friendly and courteous manner.
- Handle room reservation requests. Assist in maximizing the hotel’s revenue by utilizing efficient up selling techniques.
- Greet guests on arrival at the hotel and conduct registration procedures to ensure accuracy of the data entered with supporting documentation (i.e., Identification, qualification for special rates)
- Handle guest queries, requests and complaints as per the company standardsResolves guest problems quickly, efficiently and courteously.
- Verify accuracy of Guest Folios with efficient check out procedures.
- Verifies that accurate room status information is maintained and properly communicated
- Coordinate with other departments such as housekeeping and maintenance to facilitate guest requests.
- Perform administrative tasks when required (i.e. front office stock requisition, maintenance of files and client correspondence).
- Maintain good communications within the front office team and update yourself on current information in the hotel by attending regular briefings and meetings.
- Be aware of events and functions in the hotel.
- Troubleshoot system issues with telephones, TV, Internet, Door Lock Systems as they arise. Ensure a safe and quiet atmosphere for guests and hotel staff.
- Learn to perform duties for all 3 shifts (AM Shift, PM Shift & Night Audit).
- Understand and execute responsibilities of the Fire Safety Plan, WHMIS, and Health & Safety.
- Develop skills by participating in training and seminars being offered
- Demonstrate positive attitude and teamwork spirit by cooperating with fellow colleagues within team and other departments
- Learn & perform Night Audit duties when assigned.
- Follow COVID-19 polices & procedures and make sure guest follow all the policies as well.
- Collaborate with front office team towards achieving common goals

**Availability**:
Must be available full time for all shifts (AM shift, Mid shift, PM shift & Night Audit).

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

**Salary**: $15.50 per hour

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekend availability

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
All COVID-19 municipal & provincial guidelines & restrictions are being followed.

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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