Guest Service Agent

2 months ago

Saint John, Canada Delta Hotel Saint John Full time

**Description**:
**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.

**Why work with us?**
- Competitive wages
- Excellent Health and Dental benefits
- Marriott worldwide discounts
- Exceptional team environment

**Here's what you'll be doing**:

- 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. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, and other forms of payment. Convert foreign currency at current posted rates. 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.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

**Does this sound like you?**
- 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
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
- 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
- Stand and move throughout front office and continuously perform essential job functions
- Ability to access and accurately input information using a moderately complex computer system
- Ability to observe and detect signs of emergency situations
- Establish and maintain effective working relationships with associates, customers and patrons
- Ability to work a variety of shifts, including days, evenings, weekends and holidays.

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