Guest Service Agent

3 days ago

Welland, Canada Best Western Plus Rose City Suites Full time

**Job Summary**

The Guest Service Agent is a representative of the hotel to the guest. He / She are responsible for the day to day operations of the Front Desk. This includes taking reservations, processing check-in and check-outs, and communicating closely with the housekeeping and maintenance department, and handling guest issues professionally and politely. They are also required to promote & sign up guests to the Best Western Rewards Program

To be successful as a Guest Service Agent you must be honest, pleasant, be attentive to the details in your work. You must also be able to stay calm under pressure and make decisions based on hotel policies and procedures.

**Responsibilities/Duties**:

- Know room locations, types of room rates, packages, discounts and how to handle each, as well as the cancellation terms & procedures for each rate.
- Coordinate room status updates with the housekeeping department, such as late check
- outs, stay overs, no shows and accurately completing the housekeeping report
- Possess a working knowledge of the reservations system to take same day and future reservations for individual and rooms within a group booking, and understand the hotel’s policy on guaranteed, and no show reservations.
- Seek opportunities to sell. i.e.: Asking for next booking upon check-out, recommending
Business Advantage program, inform guests of the meeting spaces, ask for referrals.
- Follow procedures for issuing the safe used by guests.
- Ensure all keys removed from the drawer are signed out & in, and housekeeping keys are inventoried and put in the safe at the end of the day.
- Use proper telephone etiquette by responding in 3 rings, using proper greeting of “How

May I Assist You” and, expedite the handling of all calls in a courteous and efficient manner, and announcing the caller before transferring to a management office.
- Use proper mail, package, and message handling procedures.
- Understand the operation of the I-Hotel system to assign and extend codes, as well as create group codes.
- Understand how to use Runtriz. Recommend it’s use to guests to enhance the guest experience.
- Be present at the Front Desk during peak times to welcome guests to the hotel and wish them a good day. Peak times are typically 6am - 9am, 4pm-7pm but changes based on arrivals and season
- Ensure the safety of guests and property at all time by being alert and completing reports of any incidents, forwarding messages to the Manager of any suspicious activity, call upon local authority for assistance when required, and calling the General Manager when the authorities are present at the property due to an incident that requires police investigation IE: abuse, assault, suicide attempt or significant property damage.
- Ensures a clean work environment and ensures all forms are replenished when needed.
- Understand how to use Member Web, what is the Best Western Rewards Program, and understand and promote all Best Western Hotels & Resorts Marketing Programs.
- Enroll the minimum quota of new BWR members monthly.
- Understand and abide by all of the Hotel Policies and Procedures, as well as all Safety and Emergency Procedures.
- Handle all guest requests in an expedient and professional manner ie: calling taxi, restaurants. Provide recommendations, attraction information, area directions, etc.
- Interact with guests in a courteous and informative manner, be friendly but business like and protect the privacy of guests.
- Welcome guests at the front desk with a warm greeting such as “Good Morning/Afternoon, how may I assist you, or what can I help you with today?”
- Take Meeting Room bookings, confirm dates, set up, catering, and follow booking procedures set out by the Assistant General Manager.
- Maintain the coffee station in the absence of the Breakfast department, ensuring there is coffee & hot water, the condiments are full and counter is clean.
- Handles complaints courteously, use I CARE to resolve the problem. Relay details to

Manager on duty the next day for follow up or further action if no resolution was found.
Enter complaint in guest comments on their folio with date etc.
- Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts.
- Attend department meetings & be aware of the daily activities and meetings taking place.
- Wear proper uniform, mask (during pandemic) and nametag at all times and, maintain personal cleanliness.
- Is responsible to sign-in & out at the beginning & the end of your shift
- Complete others duties assigned to you by the General Manager or Assistant General Manager.

**Health and safety responsibilities**:

- Follow company health and safety policies and procedures.
- Wear personal protective equipment as required i.e.: mask during a pandemic.
- Shoveling of the snow and salting the immediate entry areas between the times the contracted company comes to clean the property.

**Qualifications**

Abl

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