Guest Service Agent

3 months ago

Calgary, Canada Residence Inn Calgary Downtown Full time

The Residence Inn by Marriott Calgary Downtown/Beltline District has 390 modern long-stay suites and caters to business and family leisure travellers looking for an extended-stay hotel as well as to groups and meeting attendees with a 10,000 sq. ft. Conference Centre. Guestrooms feature full kitchens and separate living and sleeping areas and provide seamless connectivity to the home and office with complimentary high-speed Wi-Fi throughout, free hot breakfast daily, complimentary grocery delivery, 24-hour onsite food and beverage market, health and fitness options and comfortable public areas, including a terrace lounge and roof deck for relaxation and socializing.

Reporting to the Rooms Operation Manager and working with the Guest Services Supervisors, the **Guest Services Agent** will assist each of our guests in a friendly, efficient, professional manner in all Guest Services-related functions while maintaining a high standard of service and hospitality at all times.

**RESPONSIBILITIES**:

- Provide exceptional guest experiences throughout the guest stay.
- Confirm, at check-in, the method of payment and at check-out, that full payment has been made.
- Register guests and assign rooms, making every effort to accommodate special requests.
- Assist in pre-registration and blocking reservations.
- Make room moves where appropriate and providing room tours upon request.
- Develop a thorough understanding of mailing procedures, message handling and emergency procedures, reservations, room rack, property management system, electronic key system, room locations, type and features of rooms.
- Stay up-to-date on room rates, packages, discounts, road directions, major attractions and common local destinations as well as services and facilities’ hours of operation.
- Process client payments according to procedure.
- Notify Housekeeping of late departures, early arrivals, special requests and day rooms.
- Complete bucket checks, balance and prepare individual paperwork at the end of the night shift.
- Handle safe deposit boxes in accordance with procedures.
- Answer all telephone calls and transfer calls accordingly internally as well as to guests.
- Report any unusual occurrences or requests to your Supervisors and Manager.
- Maintain the orderliness and cleanliness of the Front Desk and Back office. Monitor the neatness of the lobby.
- Work with the Housekeeping and Maintenance departments regarding the status of rooms, guest requests, and upkeep and repair issues.
- Ensure adherence to the hotel’s policy regarding security of bedrooms and keys.
- Work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by hotel policy and brand standards.
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Provide support per the Emergency Response Plan as directed.
- Participate in committees, focus group meetings and departmental meetings.
- Maintain regular attendance in compliance with company standards, according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
- Project enthusiastic, optimistic, helpful attitude.
- Stand for an extended period of time.
- Perform other reasonable job duties as requested by department heads/senior managers.

**QUALIFICATIONS**:

- At least one year of experience in a hotel or customer service role.
- Post-secondary education in hospitality or a related field a definite asset.
- Computer literacy required: MS Windows and related hotel systems (Fosse Rooms Management experience an asset).
- Must have a demonstrated passion for providing guest service excellence.
- Excellent interpersonal skills.
- Self-motivated, friendly, upbeat, outgoing, mature person who thrives in a fast-paced environment.
- Knowledge of computers and cash handling experience mandatory.
- Must be detail-oriented and able to handle several tasks simultaneously.
- Must be available to work a variety of shifts, including overnight, weekends & public holidays. Hours of work will be scheduled based on business volumes/operational demands and will vary.
- Ability to move, lift, carry, push, pull and place objects weighing less than or equal to 20 pounds without assistance.
- First Aid certification an asset.
- Ability to maintain confidentiality of proprietary information, and protect company assets.
- Thank you for your interest in the Residence Inn by Marriott Calgary Downtown, however, only those considered will be contacted for an interview._
- WE ARE SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGES APPLICATIONS FROM ALL QUALIFIED INDIVIDUALS._

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care

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