Front Desk Agent

23 hours ago

Vancouver, Canada Pan Pacific Vancouver Full time

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This Front Desk Agent is responsible for registering guests into the hotel and checking out departing guests, acting as an ambassador to the Pan Pacific at all times.

**KEY RESPONSIBILITIES**:
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**The key responsibilities of the Front Desk Agent include but are not limited to**:

- Register guests arriving to the hotel and checking out departing guests.
- Provide courteous, prompt, professional and attentive guest service at all times, developing a personal rapport with guests; ensuring they receive a positive first and last impression of the Hotel.
- Cashiering duties including posting charges, handling individual cash float, debit, credit cards and billing settlements at the end of the shift.
- Answer and direct multi-line telephone console calls in a professional and consistent manner to solve any inquiries and/or reservations bookings.
- Take delivery of any packages and/or mail delivered to the Front Desk for in house and arriving guests and arranging for prompt delivery.
- Enter data into the computer; store luggage; report equipment problems and/or damage.
- Provide local information to the guests, keeping abreast of arts & entertainment and local trends, restaurants and tourist attractions.
- Interacts with other departments in a professional and courteous manner.
- Ensures that assigned duties are completed during the course of a shift; restocks all necessary items during the course of a shift
- Understands the need and willingness to work in other related departments during peak periods as required (i.e. Reservations, Pacific Club)
- Perform other job-related duties and special projects as assigned

**COMPETENCY REQUIREMENTS**:

- Must possess excellent interpersonal skills with excellent communication and observational skills; contributes an energetic and positive attitude to the hotel atmosphere.
- Must have demonstrated the ability to work effectively under pressure and have the ability to handle high volumes of challenging guest-related interactions with professionalism.
- Must be extremely well organized and detail oriented; ability to be able to balance technical and guest service successfully is critical.
- Maintain highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other associates; Maintain professional business confidentiality as required.

**Physical Requirements**
- This position involves long periods of standing and prolonged computer use, additionally this position requires lifting of luggage for storage.

**SELECTION CRITERIA**:
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**Qualifications and Technical Experience**:

- Previous experience in a guest service position and/or front desk experience are preferred.
- Ability to sell and/or up-sell; sound knowledge of hotel policies and procedures including safety procedures; cash handling skills; knowledge of Hotel rates and other relevant information
- Opera experience is considered a strong asset
- Fluent written and spoken English is mandatory; additional language(s) is considered an asset
- Serving It Right Certificate is a requirement

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