Guest Services Agent

3 weeks ago

Red Deer, Canada Red Deer Resort & Casino Full time

Are you a people-oriented individual with a passion for providing exceptional customer service? Do you thrive in a fast-paced and dynamic environment? Join our team as a Guest Services Agent and be the friendly face that welcomes and assists our guests, ensuring a memorable and enjoyable experience.

**Summary**

Under the direction of the **Guest Services Manager, **the **Guest Services Agent** will be responsible for ensuring our guests receive the highest level of guest service, and hotel standards are met and maintained at all times. The Guest Service Agent must be professional, energetic, passionate and customer-focused. This position must have outstanding customer service as they are the first people guests are greeted by, so kindness is key

**Essential Duties and Responsibilities**
- Warmly greets and assists all guests
- Check guests in and out of the hotel; answer inquiries; arrange guest transportation.
- Ensure all Hotel standards for Guest Services agents are being met and exceeded.
- Count and verify cash, shift activity, keys, gift certificates, etc., with departing shift.
- Print updated in-house, arrival, departure, and room status reports.
- Check telephone interfaces throughout the shift; check all unresolved departures.
- Review service requests for arrivals; complete welcome calls.
- Refer all inquiries to the appropriate individuals or departments across the organization.
- Observe and report any security issues.
- Respond to clients’ complaints in a timely and professional manner
- Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
- Upsell additional facilities and services, when appropriate
- Arrange transportation for guests, if needed
- Perform other duties as assigned.

**Education, Qualification and Requirements**
- One to two years of related hospitality experience preferred.
- Experience in all aspects of customer service.
- 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
- Ability to analyze and interpret clients’ needs and offer the appropriate options, solutions, and resolutions.
- Exceptional conflict resolution, negotiation, and objection-handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Able to build and maintain lasting relationships with corporate departments, key business partners and customers.
- Knowledge of using Computer and MS Office Applications
- ProServe certification, ProTect certification is an asset
- Able to effectively communicate both verbally and in writing, in English.
- As a condition of employment, associates are to have a criminal record check prior to their first day of work

**Work Environment**
- This position requires frequent standing and walking
- May perform repetitive work, such as operating a computer, or talking to a guest or telephone.
- May work in a noisy or distracting environment, such as during busy holidays.
- Ability to tolerate exposure to heat and cold

**Hours of Work**
- The individual must be adaptable and flexible with their time as the work hours for this position will vary depending on operational requirements. Work may include early mornings, late nights, weekend shifts, and holidays.

Anticipated Start Date - ASAP

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