Guest Service Agent

6 days ago


Windsor, Canada DoubleTree by Hilton, Windsor Full time

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.

**Responsibilities**:

- Welcome guests in a friendly, prompt and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift. Answer phones in a prompt and courteous manner.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Issue, control and release guest safe-deposit boxes.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest requests; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
- Promote teamwork and quality service through daily communications and coordination with other departments.
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
- In carrying out your duties you will follow all Company and Brand Standards

**QUALIFICATIONS AND REQUIREMENTS**

High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

- Frequently standing up behind the desk and front office area
- Remain stationary for extended periods of time
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products and computer equipment
- Use a keyboard to operate various property management and reservations systems, etc.
- Excellent guest service skills
- Possesses a passion for customer service and the ability to exceed customer expectations
- Exceptional conflict resolution skills
- Able to effectively communicate both verbally and in writing
- Ability to stand for long periods of time
- Proven ability to be organized, multi-task and prioritize
- Good command of English
- Flexible shift availability

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

**Salary**: Up to $18.00 per hour

**Benefits**:

- Life insurance

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- On call
- Weekend availability

COVID-19 considerations:
All employees are required to wear a mask; common surfaces are sanitized regularly, etc.

Ability to commute/relocate:

- Windsor, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)


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