Guest Services Representative

2 weeks ago

Burlington, Canada Motel 6 Burlington Full time

Motel 6 Burlington

**Title**:
Guest Service Agent

**Department**:
Front Office

Effective Date:
Scope:
Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

**Primary Responsibilities**:
Ø Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates. Processes customer payments.

Ø Checks guests out of the hotel; processes customer payments established in the Hotel’s policies and procedures.

Ø Responds to guest requests promptly; promotes hotel services, facilities; provides guests with information such as local attractions and directions to increase satisfaction.

Ø Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

Ø Books guest reservations or coordinates with reservation center.

Ø Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

Ø Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Always provides a professional image through appearance and dress.

Ø Provides courteous, efficient telephone service to guests and public; accurately records messages and promptly notifies guest or hotel employees.

Ø Provides wake-up calls to guest rooms.

Ø Maintains an accurate listing with current status of all registered guests.

Ø Records incoming packages, mail or faxes and promptly notifies guests.

Ø Acts as central communications point during emergency situations by having thorough knowledge of safety and security procedures and having phone numbers of local fire, police, poison control, etc.

Ø Operates in-house Radio system as well as base communications with Housekeeping and maintenance departments.

Ø Follows company policies and procedures.

Note: Other duties as assigned by supervisor or management

**Health and Safety**:
Ø Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.

Ø Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.

Ø Report all injuries or illnesses to a supervisor or manager immediately.

Ø Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.

**Relationships**:
**Internal**:Engineering: To relay guest needs for service.

General Manager/MOD: To seek credit approval for payment processing.

Housekeeping: To verify room availability.

**External**:Hotel guests: To sell and provide customer service; to resolve problems.

Transportation Companies: For guest transportation, Lost Bags,

Distressed Passengers

Pay: From $17.20 per hour

Additional pay:

- Overtime pay

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift

Work Location: In person

Application deadline: 2024-11-28
Expected start date: 2024-12-01

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