Guest Services Representative
4 weeks ago
About Four Seasons:
Four Seasons is driven by our people. We are a collective of individuals who strive for excellence, pushing ourselves to new heights while treating each other with respect and kindness. Our team members across the globe create remarkable experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We understand that the best way to empower our people to deliver these exceptional guest experiences is through a world-class employee experience and a supportive company culture.
At Four Seasons, we believe in recognizing familiar faces, welcoming newcomers, and treating everyone we encounter the way we wish to be treated ourselves. Whether you work with us, stay with us, live with us, or explore with us, we believe our purpose is to create lasting impressions. This stems from our belief that life is enriched when we genuinely connect with the people and the world around us.
About the role:
As a Front Desk Agent, you will be the first point of contact for our guests, welcoming and registering them, explaining accommodations, and establishing payment methods. You will also be responsible for checking guests out, preparing and explaining bills, and addressing a diverse range of guest requests. Your ability to accurately assess their needs and provide personalized recommendations will ensure maximum guest satisfaction.
Key Responsibilities:
Welcome and register hotel guests, explaining accommodations and establishing credit/payment methods. Efficiently check in guests in a friendly manner, using the guest's name according to our recognition standards. Ensure guests are assigned the type of room requested and the correct rate is charged. Issue correct room keys after room inspection and arrange for luggage delivery when the room is ready. Check out guests, assess satisfaction, collect keys, post charges, and present accurate bills for settlement. Maintain a balanced cash drawer, handle foreign currency exchange with assigned petty cash, and reconcile transactions at the end of each shift. Handle all guest interactions with high hospitality and professionalism, accommodating special requests. Resolve guest complaints and assist with inquiries about hotel services, operations, personnel, events, and directions. Respond accurately and promptly to all guest requests, whether in person or by phone. Utilize various computer systems for check-ins, check-outs, daily reports, and room management. Collaborate harmoniously with co-workers, supervisors, and colleagues from other hotel areas. Answer guest calls and provide appropriate directions in the absence of a Communication Operator. Follow up on wake-up calls in the absence of an Operator, addressing guest requests. Review and manage daily record sheets, guest accounts, receipts, and vouchers using computerized or manual systems. Process packages, messages, and mail accurately and promptly, both outgoing and incoming. Adhere to Brand Standards in every guest interaction and follow hotel procedures consistently.Qualifications:
Completion of secondary school. A minimum of 1 year of front office or related work experience is preferred. Previous experience with Opera PMS preferred. Ability to quickly and positively establish rapport is required. Strong command of the English language, both written and oral is required. Excellent commitment to service and teamwork. Great attention to detail and the ability to work in a fast-paced environment. Eligibility to work in Canada.Benefits:
Access to affordable shared staff accommodation. Employee recognition days and events - Employee of the Month, Years of Service celebrations, birthday events, etc. Complimentary meal per shift in our employee dining room. Paid time off; vacation days and additional floating holidays per year. Excellent training and development program. Discovery Nights at Four Seasons worldwide.Schedule & Hours:
As our hotel operates 24/7, 365 days a year, flexibility in working mornings, evenings, weekends, overnights, and holidays is expected.
*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability, or any other basis protected under provincial or federal laws.
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