Guest Services Agent

**About us**

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 15 full and limited service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels started its’ business in Yellowknife in 2000 and has had over 32 hotels and operate 6 different brands in the last 21 years of business, making us one of the larger independent hotel chains in Western Canada. We have almost 2300 guest rooms and over 100,000 square feet of meeting space. We are also an award-winning hotel chain with awards like Employer of Choice and a few locations are COR certified. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

**The Destination**

The Northwest Territories is so many things. It's the start of a journey. An attitude. A destination like no other. It is a place from the pages of history. A place that still lives free and wild. Big and big-hearted. Full of adventure and discovery. And more accessible than you think. It is endless waters and unmatched landscapes. The Northwest Territories is the last corner of North America to be tamed - home to the biggest and deepest lakes, the highest waterfalls, the fabled Northwest Passage, the forbidding Barrenlands and so much more. The Northwest Territories is the best place on Earth to witness the cavorting Aurora and the midnight sun. In summer, it's downright toasty. In winter, it is a new experience, with sundogs, moonbows, trees frosted in glitter, and roads made out of ice.

It is an immense land here for you to explore. It is waiting for you.

**Nova Perks**:
In addition to competitive wages we offer:

- Paid airfare to Yellowknife from anywhere in Canada
- Subsidized accommodation
- Meal program
- Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta.
- Friends & Family Rates at any of our locations
- Extended Health Benefits for full time employees
- Employee Discounts at the F&B Outlets

**PRIMARY FUNCTIONS**

The Guest Service Agent is responsible for ensuring the satisfaction of all hotel guests by providing exceptional customer service. You are the first impression of the property; you welcome guests in a professional and friendly manner at all times and resolve any guest issues as they come up. Sell rooms to hotel guests that call or come to the desk and ensure that sufficient payment in collected in accordance with hotel policies.

This position is fulltime and includes days, evenings, weekends, and holidays.

**Responsibilities and Essential Duties**:

- Follows all established and future front office Standard Operating Procedures.
- Provides exceptional, courteous service to customers by adhering to Nova Hotels standards
- Communicates effectively with customers, co-workers, and supervisors
- Handles difficult guest inquiries and concerns effectively
- Demonstrates teamwork by cooperating and assisting at the front desk as needed
- Provides courteous, prompt, and accurate inter-hotel communications to staff and customers
- Effectively makes and alters reservations within the hotel PMS system
- Promptly checks in or checks out guests, with attention to detail and accuracy
- Reports, turns in, and/or logs all lost and found items according to established procedures
- Utilizes up-selling techniques to maximize profitability.
- Performs duties as a key member of the health & safety team
- Maintain regular attendance as per scheduling which will vary according to occupancy of the hotel
- Ensures organization and cleanliness of the front desk area.
- Reports all concerns related to Engineering/Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader
- Adheres to all Nova Hotels standards, including Hygiene, Health and Safety, and Guest Interactions.
- Other projects/duties as assigned.

**Qualifications**:

- High school diploma
- 1-2 years' experience in hospitality industry is considered an asset.
- Experience in PMS, POS and switchboard considered an asset

**Core Competencies**:

- Customer Service Skills
- Self-Directed
- Conflict Resolution
- Computers and Systems Literacy
- Planning and Organization
- Communication Skills

**Benefits**:

- A competitive wage
- Extended health benefits for full-time associates
- An opportunity to work in a progressive, exciting team environment
- Employee discount at all Nova Hotels properties

**We thank all applicants for their interest in Nova Hotels, however only those considered for an interview will be contacted.