Guest Service Agent

4 days ago

Newmarket, Canada Best Western Voyageur Place Hotel Full time

**Overview of position**: **Best Western Voyageur Place Hotel **is an award-winning hotel located in the heart of Newmarket, right across from Upper Canada Mall. We are ranked #1 on TripAdvisor for Newmarket and are consistently praised by our guests for our stellar customer service and cleanliness. We are currently seeking a Front Desk Guest Service Agent. The job functions include accurately and efficiently handling all hotel reservations, registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout. You will represent the hotel to our guests throughout all stages of their stay, ensuring every guest receives superior customer care. **Responsibilities**: Responsibilities and essential job duties for this role will include, but are not limited to, the following: - Uses "Visual Matrix" reservation software to perform same-day and future reservations/cancellations. - Handles all aspects of arrivals and departures including monetary transactions and payment processes. - Manages and resolves guest complaints in a professional and courteous manner. Escalates issues to management when necessary. - Maintains guests’ privacy. - Coordinates and communicates, both verbally and in writing, to current and potential guests about bookings and the property’s amenities. - Operates multi-line switchboard. - Maintains a high level of professional appearance and demeanor. - Reports any unusual occurrences or requests to the supervisor or manager. - Other duties as assigned. **Qualifications**: - High school graduate and/or equivalent experience. - Working experience with Visual Matrix (property management system) is a definite asset. - Minimum of one year of customer service experience required, preferably in a hotel setting. - Works proficiently as a team member and independently - Must show initiative and be self-motivated. - Ability to understand and adhere to proper cash handling policies and procedures. - Outstanding verbal and written communication and organization skills. - Must maintain a high level of professionalism. - Working knowledge of proper telephone etiquette. - Must be competent with Microsoft Office programs such as Word and Excel - Ability to work a flexible schedule, including weekends and holidays. - The hotel is staffed 24-7-365. There are a variety of shifts to cover these hours, with a majority of them being 7AM-3PM and 3PM-11PM. **Job Types**: Full-time, Permanent **Salary**: From $16.25 per hour **Benefits**: - Dental care - Disability insurance - Extended health care - Life insurance Schedule: - 8 hour shift - Holidays - Weekend availability **Experience**: - customer service: 1 year (required)

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