Guest Service Agent

**SUMMARY**:
The Residence Inn by Marriott Calgary Downtown/Beltline District has 390 modern long-stay suites and caters to business and family leisure travellers looking for an extended-stay hotel as well as to groups and meeting attendees with a 10,000 sq. ft. Conference Centre. Guestrooms feature full kitchens and separate living and sleeping areas and provide seamless connectivity to the home and office with complimentary high-speed Wi-Fi throughout, free hot breakfast daily, complimentary grocery delivery, 24-hour onsite food and beverage market, health and fitness options and comfortable public areas, including a terrace lounge and roof deck for relaxation and socializing.

Reporting to the Rooms Operation Manager and working with the Guest Services Supervisors, the **Guest Services Agent** will assist each of our guests in a friendly, efficient, professional manner in all Guest Services-related functions while maintaining a high standard of service and hospitality at all times.

**RESPONSIBILITIES**:

- Comply with all Commitment to Clean initiatives and other safety practices related to the pandemic at all times to ensure the health and safety of all who enter into the hotel, including guests, co-workers and self.
- Provide exceptional guest experiences throughout the guest stay.
- Confirm, at check-in, the method of payment and at check-out, that full payment has been made.
- Register guests and assign rooms, making every effort to accommodate special requests.
- Assist in pre-registration and blocking reservations.
- Make room moves where appropriate and providing room tours upon request.
- Develop a thorough understanding of mailing procedures, message handling and emergency procedures, reservations, room rack, property management system, electronic key system, room locations, type and features of rooms.
- Stay up-to-date on room rates, packages, discounts, road directions, major attractions and common local destinations as well as services and facilities’ hours of operation.
- Process client payments according to procedure.
- Notify Housekeeping of late departures, early arrivals, special requests and day rooms.
- Complete bucket checks, balance and prepare individual paperwork at the end of the night shift.
- Handle safe deposit boxes in accordance with procedures.
- Answer all telephone calls and transfer calls accordingly internally as well as to guests.
- Report any unusual occurrences or requests to your Supervisors and Manager.
- Maintain the orderliness and cleanliness of the Front Desk and Back office. Monitor the neatness of the lobby.
- Work with the Housekeeping and Maintenance departments regarding the status of rooms, guest requests, and upkeep and repair issues.
- Ensure adherence to the hotel’s policy regarding security of bedrooms and keys.
- Work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by hotel policy and brand standards.
- Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Provide support per the Emergency Response Plan as directed.
- Participate in committees, focus group meetings and departmental meetings.
- Maintain regular attendance in compliance with company standards, according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
- Project enthusiastic, optimistic, helpful attitude.
- Stand for an extended period of time.
- Perform other reasonable job duties as requested by department heads/senior managers.

**QUALIFICATIONS**:

- At least one year of experience in a hotel or customer service role.
- Post-secondary education in hospitality or a related field a definite asset.
- Computer literacy required: MS Windows and related hotel systems (Fosse Rooms Management experience an asset).
- Must have a demonstrated passion for providing guest service excellence.
- Excellent interpersonal skills.
- Self-motivated, friendly, upbeat, outgoing, mature person who thrives in a fast-paced environment.
- Knowledge of computers and cash handling experience mandatory.
- Must be detail-oriented and able to handle several tasks simultaneously.
- Must be available to work a variety of shifts, including overnight, weekends & public holidays. Hours of work will be scheduled based on business volumes/operational demands and will vary.
- Ability to move, lift, carry, push, pull and place objects weighing less than or equal to 20 pounds without assistance.
- First Aid certification an asset.
- Ability to maintain confidentiality of proprietary information, and protect company assets.
- Thank you for your interest in Atlific Hotels, however, only those considered will be contacted for an interview._
- ATLIFIC HOTELS IS SUP