Front Desk Agent

The Bayview Hotel in Courtenay is looking for a Front Desk Agent to join our Guest Services Team. Applicants must be available evenings, weekends, holidays and comfortable working both 7am-3pm shifts and 3pm-11pm shifts.

The Guest Service Agent (GSA) is a key role; quite often the only staff member the guest may encounter. The GSA must endeavour to create loyal customers through the provision of individualized service that is efficient, responsive, proactive, and surpasses all guest expectations.

**Key Responsibilities**
- Provide a high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests.
- Acts as a host to our guests by searching out opportunities to go above beyond, to wow the guest; drive customer loyalty by building emotional, individualized connections with customers; and anticipating needs and being proactive.
- Drive revenue by selling walk-ins, upselling, and booking reservations and providing rate information to make sales.
- Use your strong knowledge of the local area to help guests enjoy and extend their stay
- Participates as a member of the Front Office Team by assisting in various Front Office Operations.

**Duties and Essential Job Functions**

**1. Provide a high standard of customer service by efficiently and accurately dealing with all guest transactions, including the process of checking in and checking out guests.**
- Registers and guests and assigns rooms, accommodating special requests whenever possible
- Assist pre-registration (Express Check in) and blocking of room from reservations
- Thoroughly understands and adheres to proper credit and cash handling policies and procedures
- Use of proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner
- Understands the switchboard console and how to use it

2. **Acts as a host to our guests by searching out opportunities to go above beyond, to wow the guest; drive customer loyalty by building emotional, individualized connections with customers; and a**nticipating needs and being proactive.**
- Acknowledge all customers that enter the lobby area and greets guests first
- Promote good will by being courteous, friendly, professional and helpful to guests and co-workers
- Interprets guest needs and provides the “right” service
- Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity

3. **Provide reservation and rate information as required.**
- Sell rooms to walk-in guests, using suggestive selling techniques, showing rooms, and negotiation.
- Upsell reservations to larger suites when they arrive at the property
- Take reservations as the opportunity arises
- Know and enforces cancellation procedures and policies
- Applies the appropriate rate in accordance with the Front Desk SOPs

4. **Participates as a member of the Front Office Team by assisting in various Front Office and Hotel Operations.**
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day rooms etc.
- Reads and initials all memorandums and SOPs pertaining to the Front Office
- Attends Front Office Department and/or Hotel Meetings
- Coordinates guest room maintenance work with the maintenance department
- Reports any unusual occurrences or requests to the Front Office Manager
- Knows all safety and emergency procedures for all the areas of the hotel. Is also aware and responsible for implementation of accident and emergency prevention policies
- Maintains the cleanliness and neatness of the front desk area

5. **Have a strong knowledge of the hotel and local area.**
- Understands room status and room status tracking
- Knows room locations and types of rooms
- Familiar with all hotel amenities
- Has knowledge of local Courtenay and Comox Valley area
- Is aware of daily events, and their location, taking place in the hotel

6. **Upholds the core values of the **Bayview Hotel Group Ltd.**
- Integrity; Service Excellence; Ownership; Enrich the Community

**Knowledge and Skills Required**
- High School Diploma
- Hospitality experience a definite asset
- Min. 2 yrs in a similar customer service environment
- Experience with Opera PMS an asset
- First aid and CPR qualification are beneficial

**Behaviour**
- Exceptional guest service talent
- Strong communication skills
- Ability to adopt a sales approach when appropriate
- Perceptive; able to read customers needs
- Team Player
- Demonstrates organization and multi-tasking abilities
- Manages stress in an appropriate and professional manner**Job Types**: Full-time, Permanent

**Salary**: $17.50-$20.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekend availability

COVID-19 considerations:
To keep our Guest Service Agents safe we've installed plas