Guest Services Representative/day Shift-night Audit

**Best Western Ottawa - Guest Service Agent**
**Department**: Front Office

**Scope**:
To ensure exceptional guest experiences and efficient hotel operations through prompt, courteous service during check-in, check-out, and by effectively addressing guest needs. This role requires a high level of professionalism, strong communication skills in both English and French, the ability to maintain composure in a fast-paced environment, and familiarity with hotel property management systems. Prior experience with **Visual Matrix PMS** is required. Experience in a hotel or the broader hospitality industry is also considered a significant asset. Flexibility in work schedule and a willingness to adapt to changing demands are crucial for success in this position.

**Primary Responsibilities**:
**Guest Registration & Check-in**
- Register guests efficiently and courteously, adhering to hotel procedures and utilizing the hotel system for all related tasks.
- Utilize up-selling techniques to maximize room revenue where appropriate.
- Process guest payments accurately and efficiently using the hotel system.

**Guest Check-out**
- Process guest check-outs swiftly and accurately, following established hotel policies and using the hotel system.
- Handle final billing and payment procedures with precision.

**Guest Assistance & Service**
- Respond promptly and attentively to all guest requests and inquiries.
- Promote hotel services and facilities knowledgeably.
- Provide guests with accurate information regarding local attractions, directions, and hotel amenities.
- Strive to exceed guest expectations to ensure a high level of hospitality and satisfaction.

**Guest Issue Resolution**
- Address and resolve minor guest complaints effectively and to the guest's satisfaction.
- Escalate major issues, complaints, disturbances, or instances of guest dissatisfaction to the supervisor or management immediately.

**Reservations**
- Accurately book guest reservations or liaise effectively with the central reservations center, ensuring all information is correctly entered into the hotel system.

**Financial Handling**
- Manage departmental accounting of monies, receipts, and guest accounts with accuracy.
- Post all relevant charges to guest folios accurately.
- Complete cashier reports meticulously, prepare deposits, and manage the cashier bank responsibly, ensuring all financial transactions are reconciled.

**Telephone Etiquette**
- Provide courteous and efficient telephone service to guests and the public.
- Accurately record messages and promptly relay them to the appropriate guest or hotel employee.

**Wake-up Calls**
- Administer wake-up calls to guest rooms as requested, documenting appropriately in the hotel system.

**Guest Information Management**
- Maintain an accurate and up-to-date listing of all registered guests and their room status.

**Mail & Package Handling**
- Receive and record incoming packages, mail, or faxes for guests and promptly notify them of their arrival.

**Emergency Response**
- Act as a central point of communication during emergency situations.
- Maintain a thorough understanding of safety and security procedures.
- Have readily available contact information for local emergency services (fire, police, poison control, etc.).

**Internal Communication**
- Coordinate effectively with Housekeeping and Maintenance regarding guest needs and room status, updating information in the hotel system as necessary.

**Adherence to Policies**
- Strictly adhere to all company policies and procedures.

**Professional Presentation**
- Maintain a professional image at all times through appropriate appearance and dress, reflecting the Best Western brand standards.

**Punctuality and Reliability**
- Demonstrate consistent punctuality and reliability in adhering to work schedules.

**Stress Management**
- Maintain composure and professionalism while working under pressure and handling challenging situations.

**Language Proficiency**
- Demonstrate fluency in both spoken and written English.
- Possess a strong ability to communicate effectively in French (oral fluency).

**Previous Experience**

**Flexibility**
- Possess a high degree of flexibility regarding work schedules, including availability for various shifts (days, evenings, weekends, and holidays) as needed to meet the demands of the business.

**Additional Responsibilities**
- Reporting daily to the Manager on Duty/General Manager.
- Conducting scheduled safety walks of the hotel property during overnight shifts (including but not limited to 12:00 a.m., 3:00 a.m., and 6:00 a.m.) to ensure security and safety, and promptly reporting any irregularities or incidents to management.
- Other duties as assigned by supervisor or management.

**Relationships**:
**Internal**:

- Engineering: To relay guest requests for maintenance or repairs promptly.
- General Manager/Manager on Duty: To seek necessary approvals (e.g., for payment exceptions) and provide updates.
- Housekee