Front Desk Agent/night Auditor

2 weeks ago

Ottawa, Canada Econo Lodge Downtown Ottawa Full time

The Guest Service Agent 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 as well as managing all operations at the hotel in the absence of management. Works closely with the Assistant General Manager and Housekeeping Department.

**PRIMARY DUTIES AND ACCOUNTABILITIES**

Room Assignment, 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.
- Balances the day's transactions and makes corrections where necessary
- Resolve Guest issues and complaints
- 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.
- Manages the status of rooms and updates as housekeeping and maintenance indicate

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.

Other Duties as Assigned or Necessary
- 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
- Accurately completes reservations by phone and by fax in a polite and courteous manner
- Ensures that the lobby and front desk area is clean, organized, visually appealing, and well stocked with all necessary supplies.

**SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE**
- High School Diploma or GED required.
- Prior hotel experience in capacity of Night Auditor or Guest Service Agent 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 including evenings, overnights and weekends

**Job Types**: Full-time, Part-time
Part-time hours: 20-40 per week

**Salary**: $15.50-$17.00 per hour

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay
- Tips

Work Location: One location

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