Front Desk Agent

3 weeks ago


Vancouver, Canada Riviera Boutiques Suites Full time

Our Riviera boutiques Suites Robson hotel is currently seeking a new team members for our Front Desk Team.

**Job responsibilities include, but are not limited to the following**:

- Perform duties either at the main reception desk or from inside our Service Centre, handling guest inquiries and requests.
- Our Front Desk Agents also are cross trained to provide support and shift coverage as concierges for our guests and residents.
- At the hotel main switchboard, answer and transfer calls, take in-room dining orders, monitor service times, monitor the hotel emergency lines, defect reporting, and act as the overall communication hub for the hotel.
- Communicate with all departments, in particular Housekeeping, Front Office, and Engineering, ensuring our guests are well taken care of.
- Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
- Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
- Process and distribute all guest messages, guest wake-up calls and all incoming faxes
- Assist guests with dining reservations, attraction inquiries and all other guest activities as required
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel and facilities
- Provide professional guest service with genuine care to attention and detail
- Accurately complete all special billing requests
- Responsible for registering guests, establishing a method payment, assigning a guest room and welcoming the guest to our hotel.
- Processing all guest departures presenting a folio of charges to departing guests and receiving payment
- Update and monitor room status changes in partnership with Housekeeping
- Drive rate through up-selling of room types
- Settle guest accounts accurately while ensuring all service standards are followed
- Provide customer service over the telephone and in person to all guests while adhering to luxury hotel service standards
- Ensure all hotel reports, VIP guest profiles, and other guest requests are prepared prior to guest arrival
- Ensures compliance to all hotel policies, standards and core practices
- Assist in handling of guest complaints and ensure that proper follow up takes place
- Undertakes other ad hoc related responsibilities, as required

Job Requirements/Qualifications:

- Previous experience in a similar capacity within another hotel brand is preferred
- Previous experience with Micros, Opera, Microsoft Office, Open Table software is an asset
- Professional telephone etiquette and excellent organizational, written and verbal communication skills
- Professional appearance and manner
- Strong interpersonal and problem solving abilities
- Ability to work well under pressure in a fast-paced environment, focusing on guest needs, remaining calm and courteous at all times
- Ability to work a variety of shifts including evenings, mornings, weekends, holidays and overnight shifts, as required

Shifts will vary, so you must be available all days of the week (including weekend/holidays).

We offer an industry competitive starting wage based on your experience.
Performance and health and dental benefits are available after 3 months as well.

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

Pay: Hourly

COVID-19 considerations:
*Face covering required on site
*Social distancing

**Benefits**:

- Dental care
- Extended health care

Schedule:

- Holidays
- Monday to Friday
- Weekend availability

**Experience**:

- Customer service: 1 year (preferred)
- Hotel: 1 year (preferred)

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

**Salary**: $18.00-$20.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

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

**Experience**:

- Customer service: 1 year (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

Work Location: One location


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