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Front Desk Representative

2 months ago

Whistler, British Columbia, Canada Four Seasons Hotels and Resorts Full time
About Four Seasons

Four Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. Our team members are the backbone of our success, and we're committed to creating a world-class employee experience that enables them to deliver unforgettable moments for our guests.

About the Role

We're seeking a highly skilled and customer-focused Front Desk Agent to join our team at Four Seasons Resort & Residences Whistler. As a Front Desk Agent, you will be the first point of contact for our guests, responsible for welcoming and registering them, explaining accommodations, and establishing payment methods. You will also be responsible for checking guests out, addressing their needs, and ensuring maximum guest satisfaction.

Key Responsibilities
  • Welcome and register hotel guests, explaining accommodations and establishing credit/payment methods.
  • Check in guests in an efficient and friendly manner, using the guest's name according to our guest recognition standards.
  • Assure that guest is 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 bank, handle foreign currency exchange with assigned petty cash, and reconcile transactions at each shift's end.
  • 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.
Requirements
  • 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.
  • Current Four Seasons employees, bilingual candidates, and those with prior experience in a luxury hotel/environment will receive priority consideration.
  • 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.
  • Ability to work in Canada.
What We Offer
  • Access to affordable shared staff accommodation.
  • Employee theme 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.