Welcome Agent

2 months ago

Toronto, Canada 3G4 Archive Hospitality Full time

**Position: Welcome Agent**

**The Role at a Glance**:This position plays a key role within our hotels. As a Welcome Agent, you will connect with our guests and ensure that every guest has a positive experience when they walk into our hotel, whether they are dining with us or staying with us. Our Welcome Agents are confident, resourceful, enjoy helping people and are focused on providing a luxury guest experience.

**Your Day To Day Duties**:

- Welcome Guests**:Be the first point of contact for all incoming guests. Greet guests with a warm and friendly demeanor as they enter the hotel lobby, creating a positive first impression.
- Front Desk Support: Collaborate with the front desk staff to ensure a seamless check-in/check-out process for the guest.
- Luggage Handling: Help guests with their luggage, offering to transport it to their rooms or provide storage options if necessary. Handle luggage safely and securely, ensuring guests' belongings are protected.
- Crowd Management: Manage lobby traffic flow by directing guests to the appropriate areas, such as check-in counters, waiting area, event spaces, or restaurants. Maintain a calm and organized atmosphere in the lobby area.
- Provide Information: Offer assistance and provide information about the hotel's amenities, services, and facilities, including hotel dining options and hours, and local attractions.
- Concierge Services: Act as a resource for guests by offering recommendations for dining, entertainment, shopping, and local attractions.
- Problem Resolution: Address guest concerns and resolve issues promptly and effectively, escalating matters to the appropriate department or manager when necessary. Ensure guest satisfaction by providing solutions and maintaining a high level of customer service.
- Security Awareness: Maintain vigilance in the lobby area, monitoring for any suspicious activity and reporting it to the hotel management team.
- Lobby Maintenance: Keep the lobby area clean, tidy, and well-presented at all times.
- Customer Feedback: Actively seek guest feedback and reviews, encouraging guests to provide input on their experiences. Use this feedback to identify areas for improvement and communicate it to the relevant departments or management.
- Upselling and Promotions: Promote hotel services and amenities, such as dining options, to enhance the guest experience and increase revenue. Provide information on any current promotions and discounts.
- Comply with all Archive standards, policies and procedures at all times.
- Other tasks and responsibilities as assigned by management.

**You have**:

- Excellent customer service skills and strong communication skills to engage with guests.
- A flexible schedule and must be able to work Saturdays, Sundays and Holidays.
- A detail-oriented nature and are able to work alone.
- 1-2 years of customer service experience.
- Experience as a Hotel Concierge is a nice to have.

INDSJ

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