Guest Service Agent

**Job Summary**

The Guest Service Agent is a representative of the hotel to the guest. He / She are responsible for the day to day operations of the Front Desk. This includes taking reservations, processing check-in and check-outs, and communicating closely with the housekeeping and maintenance department, and handling guest issues professionally and politely. They are also required to promote & sign up guests to the Best Western Rewards Program

To be successful as a Guest Service Agent you must be honest, pleasant, be attentive to the details in your work. You must also be able to stay calm under pressure and make decisions based on hotel policies and procedures.

**Qualifications**

Able to work in a fast past environment at peak times, and keep focused during quiet times.
Able to multi-task (register a guest, answer the phone and acknowledge the guest in line all at the same time), able to stay calm under pressure, ability to solve problems, & to be able to make decisions that are favorable for the guest and hotel operations.

Please list any professional certification/designation required for the position: CPR/First Aid Training, hotel will arrange if not certified upon applying.

**Experience**

Experience in the hospitality industry preferred but not required.

**Training**

Is specialized training necessary to perform this job? Yes & provided by the hotel
If yes, please specify:

- Employee handbook & department manual
- WHMIS - every two years
- CPR/First Aid Certification
- Front Desk Staff Training curriculum (approx. 4hrs online, within 3 months of hiring)
- Carbone Monoxide Safety Training (yearly recurring in January online)
- Fire Extinguisher use training (a few months from hiring)
- Human Trafficking training (yearly recurring in January online)
- Accessibility Training (within 3 months of hiring, online)

**Skills and Competencies**

Technical:

- Understanding of heating & cooling, audio & visual equipment

Behavioural:

- Outgoing, friendly, have excellent customer service, organized & good time management.
- Able to make decisions independently, self-control & flexible.
- Personable, good personal appearance, detail oriented & collaboration.
- Team work.
- Able to work alone & be only staff on property.

**Other Qualifications**
- Sales skills, suggestive selling and upselling.
- Ability to read, speak & write in English.

**Working Conditions**

Scheduled work week: Primary shift: 4pm to Midnight. Sunday-Saturday. Some earlier start times may apply.

Daytime availability preferred for training.

Shift rotation: Yes
Variations to regular work week: Cover for holidays, vacations and hotel demands and employee skill level
Number of hours per week 16 Number of hours per day: 8 (sometimes 12 in unforeseen circumstances to cover a last minute change, or 4hrs during slow periods)

Breaks & Lunch: Front Office employees do not receive scheduled breaks for lunch. Breaks are to be taken when there is available time, however the employee must remain in the Guest Service area.

**Physical Demands**
List any physical demands associated with the position:

- Standing for long periods of time, set up tables and chairs for functions.
List any equipment routinely used on the job:

- Computer, office equipment, audio / visual equipment, heating equipment.

**Job Type**: Part-time

Pay: $18.64 per hour

Expected hours: 16 per week

**Benefits**:

- On-site gym
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Weekends as needed

**Experience**:

- Hotel Guest Services: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person