Guest Services Representative

2 weeks ago

Whitby, Canada Quality Suites Full time

**JOB SUMMARY**

Reporting to the Guest Services Manager/Supervisor, the Guest Services Agent is responsible for ensuring guest satisfaction by dealing with guests in a pleasant, courteous, and professional manner, answering any questions and following up on requests and problems promptly. The Guest Services Agent is also responsible for maximizing the selling, up-selling and cross-selling of hotel rooms by turning prospect clients into hotel guests. It is also the responsibility of the agent to efficiently handle any function of the front office from the reception, to guest accounting, reservations, telephones, and guest check-in and out, in accordance with hotel policies and procedures.

**DUTIES & RESPONSIBILITIES**

The following is a list of the essential duties and responsibilities of this job. The tasks and time spent performing each task may vary as business needs require. [Choice Hotels Franchise Name] maintains the right to modify job duties and responsibilities at its discretion.

**DUTIES**
- Follow the policies and procedures set by Quality Suites
- Maximize hotel’s revenue and occupancy by turning prospect callers and clients into hotel guests
- Accurately register all guests arriving at the hotel in compliance with the credit and identification policy
- Check room block for all VIPs, groups, and special requests for the day
- Distribute to each department the VIP list and room service requisitions (e.g. Housekeeping requests) and make sure that they are accurately completed
- Make room reservations and operate the switchboard and act as Bell Hop when necessary
- Operate the front office computer systems, post all guest charges and payments incurred during the shift (e.g. laundry, valet parking, etc.) and balance shift totals with backup documents
- Prepare guest keys using key envelopes
- Ensure all guest registration cards are correctly completed and filed by room number
- Carry out bucket checks
- Charge all credit cards using point-of-sale authorization terminals and obtain authorization for those accounts exceeding house floor limits
- Maintain cashier float as supplied, provide currency exchange for guests, and prepare cash deposits
- Report overages and shortages on a daily basis
- Attend scheduled staff meetings, training, and orientation sessions
- Communicate with Housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stay-overs, and room changes
- Help to ensure that working relationships are amiable and professional in order to present and maintain a positive image for the hotel
- Review and follow policies and procedures on daily basis
- Control and sign out keys in accordance with procedure
- Mail or fax any delayed or requested guest charge receipts following privacy policy
- Work to obtain the best possible occupancy and average daily rate, assessing guests’ needs and practicing up-selling
- Be responsible for the maintenance and cleanliness of the back office as well as the front
- Report to supervisors of any guest complaints or security issues
- Make daily notations in Log Books and follows up as required
- Be prepared for fire alarms, bomb threat procedures and other safety requirements, including the providing of emergency medical assistance
- Be familiar with the location of, and how to use fire-extinguishing equipment
- Record and enter all wake-up calls, and messages, and ensures they are given at the correct time to the correct room
- Be familiar with the area attractions, shopping etc.
- Know the direction to and from the hotel to main destinations
- Know the means of transportation of the area in details
- Perform other duties as they may be assigned by the Guest Services Manager/Supervisor

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Area Manager. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Characteristic and Ability Requirements**
- Excellent interpersonal, public relations and communication skills required
- Ability to negotiate and finalize the sale of rooms
- Excellent verbal and written skills in English
- Knowledge of a second language is an asset, preferably French

**Educational Requirements**
- Education Required: Minimum grade 12 education
- Other Education/Certification/Training preferred:
**Work Experience Requirements**
- Work experience required:

- Job related experience required:
**Job Types**: Full-time, Part-time
Part-time hours: 16-32 per week

**Salary**: $15.60-$17.00 per hour

Schedule:

- 8 hour shift

**Experience**:

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