Guest Services Representative
3 weeks ago
Job Summary
The Silver Hotel Group is seeking a highly skilled and customer-focused Guest Services Agent to join our team. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a positive and memorable experience during their stay.
Key Responsibilities
- Maintain a warm and friendly demeanor at all times with guests and team members;
- Comply with all company standards and brand standards;
- Interact with all guests during check-in and check-out procedures;
- Create and cancel reservations as required, handle check-in and check-outs;
- Greet all incoming and outgoing calls in a professional and timely manner;
- Review logbook, and emails daily and complete all tasks on the checklist;
- Maintain proper operation of Front Desk telephones, be familiar with daily sell rates;
- Balance and prepare individual paperwork for closing of shift with hotel standards;
- Work closely and maintain proper communication with all hotel departments;
- Handle guest registration and room assignments, accommodating special requests whenever possible;
- Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner;
- Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, gift shop, safety boxes etc.
Requirements
- Customer Service experience, preferably in a Hotel Front Desk position;
- Excellent written and verbal communication skills are essential;
- Computer literate in Word and Excel. Maestro's or Opera experience is an asset;
- Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
- A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision;
- Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
- Available to work days, evenings, weekends, and/or holidays as required;
- Must be legally authorized to work in Canada.
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