Front Desk Representative

4 weeks ago

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

About Four Seasons:

At Four Seasons, we strive to deliver exceptional guest experiences through a commitment to luxury and genuine heart. Our team members around the world create unforgettable moments for our guests, residents, and partners by providing personalized service and attention to detail.

About the Role:

As a Front Desk Agent, you will be the first point of contact for our guests, welcoming them to our resort and ensuring their stay is nothing short of exceptional. You will be responsible for registering guests, 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.

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.

Schedule & Hours:

As our hotel is open 24/7, 365 days a year, we expect our Front Desk Agents to be flexible in working mornings, evenings, weekends, overnights, and holidays.

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