Guest Service Agent/night Auditor

5 months ago

Waterloo, Canada The Inn of Waterloo Full time

The Inn of Waterloo is looking for an energetic individual who wants to join our team.
- Always provide outstanding service to our guests.
- Register and checkout hotel guests while ensuring all service standards are followed.
- Be knowledgeable about the amenities and services available at the Inn.
- Be knowledgeable of the attractions, events, restaurants and services available in the city and nearby surrounding areas.
- Answer phones and direct calls to the appropriate area.
- Confirm and input wake up calls.
- Process payments including credit cards, debit cards and cash.
- Balance cash, complete balance sheet ensuring accuracy.
- Take hotel reservations, make changes, special requests.
- Assist guests with service requests ensuring delivery/completion.
- Great customer service skills, problem solving skills and multi-tasking skills.
- Must be able to remain calm under pressure and able to work with minimum supervision.
- Must be flexible and be available on Weekdays, Weekends, Holidays and be able to work the overnight shift occasionally when required.
- Make individual and group reservations and co-ordinate with the Sales Department
- Perform daily duties and check lists for the shift worked.
- Follow all health and safety policies.
- Other duties as assigned.

**DUTIES & RESPONSIBILITIES**:

- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Posts and files all charges to guest, master, and city ledger accounts.
- Uses proper telephone etiquette.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Knows all safety and emergency procedures. Is aware of accident prevention policies.
- Maintains the cleanliness and neatness of the front desk area.
- Handover shift log-book
- Follow night audit procedures
- Follow check in procedures
- Guest Satisfaction, communication Assigns rooms in a courteous and efficient manner.
- Records and makes all wake-up calls in an appropriate manner.
- Must have complete knowledge of policies and procedures to be followed in case of an emergency.
- Handles all internal control items as hotel policies and procedures dictate.
- Set-up breakfast where applicable

**WORKING CONDITIONS**:

- Infrequent handling of queries and calls from guests, and property staff.
- Works at night, alone with minimum supervision and with no co-workers.
- Day and Night Shift availability is required.

**MINIMUM QUALIFICATIONS AND SKILLS**:

- Experience (1-3 years) in the hospitality industry is considered a strong asset.
- Basic accounting skills would be considered an asset.
- Excellent communication, interpersonal and administration skills.
- Proficiency / familiarity with computerized systems; MS Word, Excel, Outlook.
- Ability to gather, compare, analyze and present data.
- Ability to deal with all levels of management and staff in a professional manner.
- Ability to multi-task and work within deadlines.

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

**Salary**: $16.50-$17.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- On call
- Weekends as needed

Ability to commute/relocate:

- Waterloo, ON N2J 2Z5: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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