Front Desk Agent/night Auditor

Reports to: General Manager, Front Desk Manager, MOD

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Role/Responsibilities:

- Responsible for reservations from booking to check-out, ensuring guest requests are always met including payment, room requests, or any other check-in requests.
- This includes delegating and ensuring all tasks are completed by informing maintenance, housekeeping, laundry, and/or co-workers of what is needed to accommodate guests.
- Special requests and reservation needs are looked after with care and high priority.
- Ensuring express check-in is done through assignment of rooms, keys, and payments are processed on time.
- Well informed about the policies for payment, room allocation, cancellation policy, and all reservation details for all booking engines and websites.
- Ensuring policies are in line with Choice Hotels Canada and Comfort Inn policies.
- Pricing and inventory must be monitored regularly to ensure it meets market demand and aligns with comp sets.
- Front desk team must work as a cohesive unit in which all procedures must be the same in order to implement a standard practice.
- Guest concerns regarding payment, room, and stay must be resolved by the front desk agent using best practices, tact, and customer service to ensure guests are satisfied with stay and service.
- Reviews and requests must be monitored and responded to within a reasonable response time.

Hours of work: *
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GSA must be able to work flexible shifts. All days are considered regular working days in the hotel, and consideration must be made of this. Holidays and weekends must not be consistently requested off.
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Front Desk
- uniforms
- greeting guests, answering phones, reservations
- checking rooms, customer service
- Customer relation, reviews, in-house guests
- Exemplifies punctuality, professionalism, positive attitude and initiative.
- Completes Choice training for all relevant departments in the hotel
- Trains GSAs according to franchise standards, company values, and business demands.
- Ensure GSAs are fully knowledgeable about Choice Privileges and are signing guests up
- Ensuring GSAs are selling according to demand
- Ensuring GSAs understand safety procedures for hotel, employees, and guests.

Assures highest possible level of visitor and guest satisfaction by providing superior customer service.

Responsible for checking guests into and out of the hotel as well as answering phone calls and customer inquiries

II. ORGANIZATION No direct reports

III. PRIMARY DUTIES AND ACCOUNTABILITIES % of Time Room Assignments, Changes, and Issues Checks guests into and out of the hotel in an accurate, speedy, and courteous manner. Efficiently handles all payments received whether they are cash, credit card, checks, or traveler’s checks. Balances/verifies all monetary transactions in the appropriate accounts. Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained. Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service and maintenance issues. 80% (Essential) Guest Service Offers guests assistance whenever possible. Responsible for resolving escalated customer relations issues. Answers inquiries pertaining to hotel policies and services. Must respond to and follow-up on all guest requests to ensure customers are satisfied with the hotel’s services and accommodations. Responsible for positively representing and promoting the property. Ensures systems and procedures are in place and followed for guest safety and security. Ongoing Other Duties as Assigned Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies. Properly compiles, completes, and distributes reports to all management and relevant staff. Reports any maintenance, security, or safety issues to the appropriate staff. 20%

IV. SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE High School Diploma or GED required. Previous front desk experience highly preferred. Prior experience using Windows based software including Microsoft Word, Excel, and Outlook highly preferred. Excellent organizational and prioritization skills. Ability to work well and collaborate with others. Superior customer service skills. Excellent communication skills. May be required to stand for an extended period of time. Able to work a flexible schedule.
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**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 20 per week

**Salary**: From $15.50 per hour

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- On call
- Weekends as needed

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2021-04-21