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Guest Service Agent

3 weeks ago

Calgary, Canada Delta Hotels By Marriott Calgary South Full time

Delta Hotels by Marriott Calgary South is looking for energetic, customer focused and dynamic people to join our Front Office team.

The Guest Services Agent (GSA) has dual responsibilities to sell hotel guest rooms and services and provide exceptional guest service. The GSA must endeavour to create loyal customers through the provision of individualized service that is efficient, responsive, proactive, caring and friendly.

**The Opportunity**:
The concept founded in 1962 in Richmond, British Columbia, Delta Hotels grew from a single 62-room motor inn to become Canada’s leading first-class hotel management company. In 2015, Delta Hotels and Resorts was acquired by Marriott Hotels resulting in the brand becoming a part of a leading worldwide hotel chain with 30 brands and over 5,700 hotels around the world. As a host with Marriott Hotels, we promise to deliver premium choices, sophisticated style and a strong team who share a passion for authentic hospitality to provide a truly memorable guest experience. With an extensive renovation project, a premier landmark hotel in the south side of the city. This role as GSA is pivotal in the development of this brand to continue to build strong relationships that will create a bond, ensuring our clients and guest will always choose the Delta Calgary South by Marriott. Your professionalism and knowledge of the Hotel will reflect positively in how you present the property.

**Required** - Flexibility to work a varied schedule including days, evenings, nights, weekends and holidays where the weekly hours may fluctuate by season. Schedule done according to business volumes.

**Position Summary**:

- Provides a high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests, and administrative duties.
- Drives revenue by selling walk-ins, upselling, and booking reservations and providing rate information to make sales.
- Acts as a host to our guests by searching out opportunities to wow them, driving customer loyalty by building emotional, individualized connections with guests and anticipating needs.

**Responsibilities and Duties**

Provides a high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests, and administrative duties
- Registers guests and assigns rooms, accommodating special requests whenever possible
- Assists pre-registration (Express Check-in) and blocking of room from reservations
- Thoroughly understands and adheres to proper credit and cash handling policies and procedures
- Use of proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner answering all calls as per Company guidelines
- Effectively manages room inventory and updating room status
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day rooms etc.
- Coordinates guest room maintenance work with the Maintenance department
- Knows and adheres to all health and safety, accident prevention and emergency procedures for all the areas of the hotel
- Adherence to Delta Greens requirements
- Drives revenue by selling walk-ins, upselling, and booking reservations and providing rate information to make sales.
- Provides reservation and rate information as required. Take reservations as the opportunity arises
- Sells rooms to walk-in guests, using suggestive selling techniques, showing rooms and negotiation as established through revenue management practices
- Upsells reservations and arrivals to higher room categories and knows and enforces cancellation procedures and policies
- Acts as a host to our guests by searching out opportunities to wow them, driving customer loyalty by building emotional, individualized connections with guests and anticipating need
- Acknowledges all guests that enter the lobby area and greets guests first
- Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity
- Promotes good will by being courteous, friendly, professional and helpful to guests and co-workers
- Resolves any guest issues and requests on timely basis and follows up with guests on their overall satisfaction with the hotel
- Provides a high standard of guest service by efficiently and accurately dealing with all guest interactions;
- Develops relationships with Delta Privilege members in order to facilitate the fulfillment of the guest’s requests

**Qualifications and Skills**
- Exceptional guest service talent, team player and strong communication skills
- Ability to adopt a sales approach when appropriate able to read customers’ needs
- Demonstrates organization and multi-tasking abilities
- Manages stress in an appropriate and professional manner
- High Sc