Front Desk Agent

**Front Desk Agent**

The Days Inn & Suites by Wyndham Thunder Bay is currently recruiting for a **Front Desk Agent**. As a member of the Front Desk team, Front Desk Agents are focused on providing exceptional service and creating memorable experiences by making emotional connections with all guests. Front Desk Agents are the first point of contact for our guests and will have a direct impact on the overall experience of our hotel guests and responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until check out. Front Desk Agents take a proactive and responsive approach in determining and meeting guest needs to ensure a pleasurable and memorable experience for each guest that drives guest loyalty and return business.

**What We Offer**
- Work with like-minded team members who are passionate about their work and keep things fun, every day
- Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)
- A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now
- Education Reimbursement for you (and your children)
- Annual Wellness Credit
- Team Member Referral Program
- Leadership Development
- Team Building Events
- Culture of Recognition Program
- Hotel Stay Discounts

**Key Responsibilities**

**_ Reporting to the Front Office Manager, the Front Desk Agent will:_**
- Welcome guests into the hotel and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, etc.;
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions, hotel services, etc., and communicate to guests accordingly;
- Duties include registering arriving guests, assigning rooms, processing group arrivals, and departures, taking, canceling, and changing room reservations, and processing telephone calls;
- Utilize up-selling techniques to maximize room occupancy and rates;
- Answer telephone inquiries, including booking, editing, and canceling reservations;
- Assist guests with check out, including but not limited to; ensuring rooms and services are correctly accounted for, processing credit and debit card payments, etc.;
- Exchange foreign currency, calculate charges balancing cash, and complete balance sheets;
- Respond to all guest inquiries, requests, and concerns ensuring any issues are resolved to the guest's satisfaction;
- Provide information on hotel facilities and services, general information about points of interest in the area, and services available in the community;
- Secure guests' valuables, process wake-up calls, store and retrieve luggage, and investigate and resolve complaints and claims;
- Maintain a friendly, professional, and productive working relationship with co-workers and management from all departments;
- Assist all guests in a sincere courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction;
- Understand and comply with all health and safety rules, regulations and laws. Report unsafe acts or hazardous conditions, report all workplace incidents/accidents or near misses, wear all Personal Protective Equipment required, and participate in the fire safety plan;
- Attend and participate in all staff meetings;
- Cooperate with all supporting departments to ensure a seamless experience for our guests, ensuring our vision of passionate people creating exceptional experiences is at the forefront of every interaction;
- Perform any other duties as assigned by the Manager.

**What We are Looking for...**
- Customer Service experience, preferably in a Hotel Front Desk position;
- Excellent written and verbal communication skills are essential;
- Computer literate in Word and Excel. Maestro's or Opera experience is an asset;
- Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
- A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with mínimal supervision;
- Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
- Available to work days, evenings, weekends, and/or holidays as required;
- Must be legally authorized to work in Canada.

**About Days Inn & Suites by Wyndham Thunder Bay**

Days Inn & Suites Thunder Bay is an award-winning Hotel offering 92 well-appointed guestrooms, a fitness room, a saltwater swimming pool, and hot tub, along with one meeting room. We offer our Guests a deluxe continental breakfast each morning. A quick 10-minute drive from the Thunder bay International Airport this Hotel is located near Confederation College and the Intercity shopping area.