Front Desk Agent

11 hours ago

Victoria, Canada Chateau Victoria Full time

The Chateau Victoria Hotel & Suites is looking for a dynamic individual who is passionate about guest service to join the desk team acting as an ambassador for the entire property.

**Our desk team is trained to work both front desk and reservations shifts and will have a variety of shifts which can include days, afternoons, evenings, weekends, holidays and may include the occasional overnight audit shift (11pm - 7am) for emergency relief.**

**Hours: Available hours will vary week to week based on hotel occupancy, sick and vacation coverage but we anticipate to be 30+ hours per week.**

**Main duties & responsibilities on the**desk**:

- Providing customer service and handling administrative duties such as check-in and check-out of guests, taking reservations over the phone, addressing guest concerns, assisting with arrivals and departures of groups and tours, and luggage storage.
- Able to offer concierge services on attractions and restaurants, making recommendations to guests.
- Handles cash, cheques, credit and debit card transactions.
- Manages all incoming calls for the reservations department.
- Follow established procedures and policies when completing tasks.

**Main duties & responsibilities in**reservations**:

- Monitors, updates and inputs group and block reservations into the CRS.
- Processes and manages all reservations received on a high quantity from various channels and booking methods.
- Prepares reservations and investigates oddities to proactively minimize errors.
- Completes routine reservations tasks (special requests, double-checking daily arrivals).
- Has comprehensive knowledge of the different rate structures and room types and how to sell them.
- Communicates information to the Front Desk Team.
- Accurately files and handles confidential information.
- Follow established procedures and policies when completing tasks.

**Qualifications**:

- Minimum of 1 years’ experience in similar position required.
- Must possess strong organizational skills and attention to detail.
- Must possess exceptional customer service skills and professionalism.
- Require good communication skills, both verbal and written.
- Knowledge of Opera PMS is an asset.
- Experience with conflict resolution an asset.

**Why join our team?**
- A supportive and collaborative team who embrace our core values.
- A great staff meal program.
- Extended benefits including a union pension plan (based upon an average of the number of hours worked).
- Dining and dry-cleaning discounts along with a purchasing program - pay what we pay.
- Employee, Friends and Family rates to stay.
- Employee events.
- Discounted rates for parking and using the bus.
- Secured bike storage.
- Educational reimbursement program and an employee referral program.
- Work milestone and birthday recognition.

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