Guest Services Agent

Job DescriptionThe Westin Nova Scotian, in the Seaport District, offers travellers a relaxing retreat with stunning views of Halifax Harbour in a location central to restaurants and attractions. Our modern, upscale rooms and suites feature luxurious accommodations with contemporary amenities. We are passionate professional hoteliers dedicated to the art of hospitality Our team members are dedicated to providing exceptional personalized service to our guests; our dedication to the customer shows in everything we do. We put people first We take care of our associates who in turn take care of the customers. Our customers are our associates, guests, owners, investors and communities. Mutual respect is at the heart of every customer exchange. Guest Services Agent- The Westin Nova Scotian How can there be a better job than helping an excited family start their vacation or a road weary traveler rest by checking them into a fresh, clean room? As a Front Desk Agent you are often the first person -- and last person -- a guest speaks to so your genuine welcome and appreciation of the guest will set the tone for the stay. You have the opportunity to shine in this role which is both busy and interactive As Guest Services Agent, you will Make a First Impression -- so the person in this role must have a genuine passion to deliver a great hospitality experience -- whether in person or by phone. You must want to Wow the guest with your welcoming personality.Make a Lasting Impression -- while checking the guest out, inquire about their stay and let them know you really care so if they had a problem or complaint, they share it with you. Be courteous and willing to listenEnjoy Problem Solving -- many guests need help with miscellaneous things -- their luggage, directions, finding a good restaurant, lost luggage, a cold shower. Listen and help as best you can. You should never be too busy to help.Be Accountable -- you will be collecting money, routing calls, taking messages, and meeting many other guest needs. You need to be accurate and efficient in your processes.Be a Safety & Security Agent -- follow your hotel's established safety and security policies & procedures. Anticipate problems and call management as needed. Location Photo Location Website RequirementsRequirements: This role requires good verbal and written English communication skills. Previous Front Desk experience in a hotel or a related field required. You must be able to handle cash or credit transactions and have front office software proficiency. This job requires light work -- exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently with a regular need to lift, carry, push, pull or otherwise move objects. From time to time you may need to assist with luggage which may require you to exert force of up to 50 pounds of force. Long hours, many of which may be spent standing, required.Additional Job DetailsDuties: Approach all encounters with guests and employees in a friendly, service oriented mannerMaintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operationsPositively interact with hotel guestsCheck guests into or out of the hotelConfirm credit and payment method at check inConfirm full payment at check outLog all requests and confirm completionDirect guests to daily functions within the hotel Review PMS inventory and house count for availability and ratesBook reservations for day of arrival or future staysBalance and prepare individual paperwork for closing shiftBalance bank dailyMaintain and market special guest programsHandle incoming/outgoing callsTake and deliver messagesBe familiar with guest privacyProvide information about hotelRun copies and charge guests as needed Run daily arrival report and mark registration cards for special requestsReview changes in Policy and Procedure Distribute billing reports to hotel outletsPrepare key check inventory Wage Scale$16.24-16.74