Front Office Agent

The Front Office Agent provides the highest quality of customer service to all guests by providing accurate information and services to ensure optimum guest satisfaction.

**KEY RESPONSIBILITIES**

First-Class Guest Experience
- Providing accurate information to guests about hotel policies, services, amenities, and informing guests about the facilities and services of the property.
- Responding to all guest requests and enquiries with proper etiquette and in a courteous and professional manner.
- Maintaining a working knowledge of the property, as well as to advise guest with any special events on and near the property whenever possible.
- Greeting guests throughout the day and providing a warm welcome.
- Registering all arriving guests and recording guest information in the Property Management System, including (but not limited to) guest check-ins and check-outs.
- Handling room keys for in-house guests and ensuring security procedures are strictly adhered to.
- Answering front office and inter-department telephone calls.
- Communicating pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Ensuring logging in and delivery of packages, mail, and messages to guests and meeting rooms.
- Managing and resolving all guest complaints and compliments while ensuring guest satisfaction.
- Coordinating relocation of guests, when necessary.
- Remaining alert, friendly, courteous, and helpful to guests and fellow associates at all times.

Front Office Duties
- Balancing and preparing individual paperwork for closing of shift according to company policies and standards.
- Following all cash handling and credit policies.
- Posting charges and handling cash and credit card transactions with accuracy.
- Ensuring all room rates and tax charges are properly posted accurately.
- Maintaining accurate record of accounts (e.g., guest checks, master accounts, vouchers, gift certificates).
- Maintaining neatness and tidiness of the front office.
- Attending to daily operational requirements of guest recognition program, amenity program, and standard opening and closing shift procedures.
- Initiating and monitoring shift check lists for proper completion of tasks.
- Maintaining high-level of professional appearance and demeanor in all interactions with guests, public, hotel staff, and management.
- Providing effective communication to all departments of guest activity and reporting all irregular issues to the Supervisor or Manager-On-Duty.
- Placing attention to all lobby activities and maintaining a sense of control and coordination.
- Notifying General Manager and Assistant General Manager of any unusual incidents regarding operation and/or safety and security of the hotel or guest(s).
- Ensuring all equipment are functioning properly in the Front Office.
- Conducting other tasks or projects as assigned by management.

QUALIFICATIONS

Academic, technical, and professional competence
- Completion of high school or equivalent.
- Diploma in Hospitality/Tourism related program preferred.
- Proficiency in Microsoft Office, particularly with Word, Excel, and Outlook.

Work Experience and Job Skills

A demonstrated track record with 1 year in a related role:

- Knowledge of Vancouver, tourist attractions, and major intersections.
- Knowledge of boutique hotel and general understanding of hotel operations.
- Providing exceptional customer service and professional telephone manners, including anticipating guests needs, with a proven ability to multi-task, organize, prioritize, and schedule demands.
- Strong professional communication (written & spoken) and interpersonal skills.
- High-level of professionalism, discretion, and tact in handling sensitive and confidential information.
- Collaborative and the ability to work within a team and independently.
- Strong attention to detail, meticulous, and methodical in performing duties.
- Able to resolve problems using facts and sound reasoning.
- Developing strong, positive, and professional relationships with internal and external stakeholders.