Guest Service Agent

1 week ago

Halifax, Canada Lord Nelson Hotel & Suites Full time

The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.

**Responsibilities**:

- Assist guests with the check-in/check-out process by assigning rooms, taking payment, and accommodating any special requests/requirements
- Thoroughly understand and adhere to proper credit card policies and procedures
- Understand room status and room status tracking utilizing the Property Management System (PMS)
- Familiar with all room types, locations, and room rates available to guests as well as all hotel services
- Must have a mind for sales and present options and alternatives to guests while assisting with the decision-making process. Using suggestive selling techniques, the Guest Services Agent promotes hotel services and upgrade options to guests in an attempt to maximize revenue
- Coordinate room status and updates with the Housekeeping department through notification of unexpected departures, late check-outs, early arrivals, and any special guest requests
- Possess an understanding of the reservations department and be able to perform regular reservations duties such as creating/cancelling a reservation while adhering to hotel policies
- Understand how to use all front office equipment
- Perform cashier related functions including, but not limited to, posting guest charges, invoice settlement, and issuing deposit refunds
- Work closely with the Maintenance department in communicating guest room deficiencies as indicated by hotel guests
- Assist guests with concierge duties such as making dining reservations, recommending attractions and local restaurants, booking transportation to and from the airport, etc.
- Maintain the highest level of customer service and display professionalism at all times
- Display appropriate two-way radio etiquette at all times
- Ability to maintain confidentiality of hotel guests and pertinent hotel information
- Must have comprehensive understanding of hotel emergency procedures
- Other tasks as assigned.

**Qualifications**:

- Professional attitude and the ability to follow instruction required
- Ability to work under pressure and under tight deadlines
- Detail oriented and the ability to work independently
- Must speak, understand, and write fluently in English. Bilingualism is an asset
- Experience working in a fast-paced Hotel setting is preferred
- Excellent interpersonal and communication skills, both written and verbal
- Knowledge of Hotel PMS an asset
- Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook) required
- Tourism Management degree from an accredited facility preferred

**Job Type**: Full-time, Permanent

**Salary**: $16.20 per hour

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- RRSP match
- Wellness Program
- Employee and Family Assistance Program

**Schedule**:

- 8-hour shift
- Holiday and weekend availability

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