Front Desk Agent

**Reports to**: Front Office Manager

**Department**:Front Desk

**Principle Purpose of Job**: The Guest Service Associate represents, to the customer, the first impression of Saskatoon Inn & Conference Centre. As such, is responsible for ensuring 5 Star Customer Service Standards, while providing extensive knowledge of products and services offered.

**Organizational Structure**: The Guest Service Associate is responsible for working with the entire hotel to ensure customer satisfaction and a smooth operation of the Front Desk.

**Key Job Responsibilities**:
Customer Service
- Meet and greet all customers and guests in a friendly and professional manner at all times
- Strive to exceed customer expectations by providing exceptional customer service
- Provide extensive knowledge of both Saskatoon and surrounding areas attractions to all customers and guests
- Provide extensive knowledge of all products and services offered. An awareness of events within hotel and direct guests appropriately (i.e. shuttle service, restaurant hours)
- Keep well informed of hotel events through log book, function sheets, and memos on a daily basis
- Protect privacy of guests, ensuring names and room numbers are secure
- Secure customer and guest’s valuables, utilizing safety deposit boxes
- Welcome feedback from all customers. Address any and all guest requirements and requests; providing clear and precise direction to guests. Report customer concerns or complaints to supervisor or Manager on Duty immediately, if resolution is not attained
- Offer to assist with luggage upon arrival and departure

Operations - Manage hotel at 100% occupancy - Register guests upon their arrival (check-in) and completion of customer experience (check-outs).
- Handle all hotel bookings through established reservation system, following proper procedures and ensuring accurate internal communication related to booking
- Full knowledge of rates and any changes that may occur to policy.
- Knowledge of all procedures and policies (i.e. cancellations)
- Operate hotel’s switchboard and message center including knowledge of voice mail (answer all incoming calls, provide necessary information and/or direct calls appropriately)
- Check with night auditor to ensure special requests are handled
- Print copies of arrival and departure reports for current day
- Stock and organize stationary at front desk
- Check in hotel guests, hand out keys, passes, cards, etc.
- Check out hotel guests, issue receipts and handle customer billing
- Have extensive knowledge of safety procedures, including fire and pool emergency procedures
- Operate fire annunciator panel, as required
- Coordinate deliveries for bellman, including ordering flowers for packages
- Ensure proper procedures are followed when using the fax and photocopier machines
- Do accurate cash outs at the end of each shift, while following proper cash out procedures
- Operate credit card machines
- Filing history documents, following proper procedures
- Encouraging up selling
- Gift certificate sales
- Stuff envelopes, keep lobby and back office clean, uncluttered and organized
General
- Communicate any maintenance required to the maintenance department
- Convey information to the next shift and supervisor
- Demonstrate a commitment to maintaining high standards
- Maintain constant communication levels with immediate supervisor
- Any other job duties assigned by the Front Office Manager or supervisor
- **Hours of Work**: Shift work is required

**Qualifications**:

- Excellent Communication skills
- Committed to providing a strong customer service focus
- Able to take on leadership role
- Work independently and as a team player
- Professional attitude at all times
- Neat in appearance
- Follow all policies and procedures
- Knowledge and implementation of safety procedures
- Grade 12 education or equivalent
- Problem Solver
- Task orientated
- Attention to detail
- Working knowledge in Microsoft Office/Word and Excel

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift

Supplemental pay types:

- Commission pay

**Experience**:

- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
- customer service: 1 year (preferred)