Front Desk Agent

**This position is a part time to full-time position, must have a work permit and already living in Canada.**

**The Front Desk Agent / Hotel Night Auditor will be responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Other duties will include registering guests, making and modifying reservations, acting as a hotel operator, and performing concierge duties.**

**Night Audit shift, you will be asked to fill in when needed and in case of emergencies.**

**The Front Desk Agent must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests and have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.**

**A Night Auditor maintains the professional financial standards of the hotel by managing end-of-day reports, ensuring accuracy, and reporting anomalies along with balancing the hotel during the night audit procedure.**

**Job Overview**
- Balances and audits for accuracy room revenue, food and beverage revenue; assists in the preparation of all reports relevant to daily revenues.
- Completes and transmits daily management and accounting reports and supporting documents.
- Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.
- Performs all Guest Service Representative functions as required; may assist in booking room reservations; may assist in answering hotel phone calls and notifying guests of messages; will facilitate proper security of department keys.
- Possess great knowledge of hotel operations, the surrounding area and all hotel facilities
- Responds quickly to guest requests in a friendly manner. Follows up to ensure complete guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures.

**Specific Job Knowledge, Skills & Abilities**
- Pride in ensuring the accuracy of work and encourages Team Members to do the same
- Strong analytical and problem-solving skills
- Computer literate, with particularly strong knowledge of MS Excel
- General knowledge of the city where hotel is located and its attractions
- Extensive knowledge of the hotel, its services and facilities
- Experience in all aspects of customer service and people management.
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.

**Core Competencies**
- Customer Focus & Communication
- Team Work
- Quality Orientation
- Problem Solving
- Accountability and Dependability
- Ethics and Integrity

**Job Duties**
- Greet guests with a smile and answer their questions as required.
- Responsible for checking guests in and out of the Hotel.
- Answers various questions from guests; regarding local attractions, area hot spots and knowledgeable about our other properties.
- Computes bills collect payment and make change for guests.
- Runs various reports on the computer for management.
- Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
- Complete shift audits as required.
- Print updated in-house, arrival, departure, and room status reports
- Review service requests for arrivals.
- Maintain a clean work station; keeping to brand standard.
- Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
- As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
- Observe and report any security issues to the General Manager.
- Performs other duties as required.
- All duties listed are not limited to.

**Requirements**:

- Experience in all aspects of customer service and people management.
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Able to effectively communicate both verbally and in writing.
- High level of proficiency with software packages.
- High School Diploma, G.E.D. or equivalent.
- 1 year of experience as a hands-on Hotel Night Auditor or Front Desk Agent.
- Experience in all aspects of customer service and people management.
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
- Exceptional