Guest Services Agent

GUEST SERVICES AGENT - Part -Time & On Call

We need someone for Thursday 3pm - 11pm, and then available on call. With the holiday and flu season among us, there will be a lot of holiday requests and unfortunately as well people may fall ill. This person would cover off for those shifts as we become aware.
- **NIGHT SHIFT 11:00pm - 7:00am & AFTERNOON SHIFT 3:00pm - 11:00pm**_
- **+ Midnight Shift Premium available of $1.00 extra.**_

DEPARTMENT: Front Desk

REPORTS TO: Guest Services Manager Supervisor

**QUALIFICATIONS**:

- Minimum grade 12 education.
- College or University Hotel/Hospitality Management Diploma an asset
- At least 2 years prior experience with a Front Desk Agent role in a Hotel Business
- Excellent interpersonal, public relations and communication skills required.
- Excellent verbal and written skills
- At least 2 years of experience with Microsoft Office Applications and a Hospitality ERP system.
- Ability to negotiate and finalize the sale of rooms.
- Knowledge of a second language is an asset, preferably French.
- Knowledge of a Property Management/Central telephone system is an asset.

**SUMMARY**:
Ensures guest satisfaction by dealing with guests in a pleasant, courteous, and professional manner, answering any questions and following up on requests and problems promptly.

Guest Services Agent is also responsible for maximizing the selling, up-selling and cross selling hotel rooms by turning prospect clients into hotel guests.

It is also the responsibility of the agent to efficiently handle any function of the front office from the reception, to guest accounting, reservations, telephones, and guest check in and out, in accordance with hotel policies and procedures.

**TASKS**:
**1. **Follow the policies and procedures set by Choice Hotels International.

**2. **Maximize hotel’s revenue and occupancy by turning prospect callers and clients into hotel guests.

**3. **Accurately registers all guests arriving at the hotel in compliance with the credit and identification policy.

**4. **Checks room block for all VIPs, groups, and special requests for the day.

**5. **Distributes to each department the VIP list and room service requisitions (e.g. Housekeeping requests) and makes sure that they are accurately completed.

**6. **Makes room reservations and operates switchboard and act as Bell Hop when necessary.

**7. **Operates the front office computer systems, posts all guest charges and payments incurred during the shift (e.g. laundry, valet parking etc.) and balances shift totals with backup documents.

**8. **Prepares guest keys using key envelopes.

**9. **Ensures all guest registration cards are correctly completed and filed by room number.

**10. **Carries out bucket checks.

**11. **Charges all credit cards using point-of-sale authorization terminals and obtains authorization for those accounts exceeding house floor limits.

**12. **Maintains cashier float as supplied, provides currency exchange for guests, and prepares cash deposits.

**13. **Reports overages and shortages on a daily basis.

**14. **Attends scheduled staff meetings, training, and orientation sessions.

**15. **Communicates with Housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stay-overs, and room changes.

**16. **Helps to ensure that working relationships are amiable and professional in order to present and maintain a positive image for the hotel.

**17. **Reviews and follows policies and procedures on daily basis.

**18. **Controls and sign out keys in accordance with procedure.

**19. **Mails or faxes any delayed or requested guest charge receipts following privacy policy.

**20. **Works to obtain the best possible occupancy and average daily rate, assessing guests’ needs and practicing up-selling.

**21. **Is responsible for the maintenance and cleanliness of the back office as well as the front.

**22. **Reports to supervisors of any guest complaints or security issues.

**23. **Makes daily notations in Log Books and follows up as required.

**24. **Is fully prepared for fire alarms, bomb threat procedures and other safety requirements, including the providing of emergency medical assistance.

**25. **Is familiar with the location of, and how to use fire-extinguishing equipment.

**26. **Records and enters all wake-up calls, and messages, and ensures they are given at the correct time to the correct room.

**27. **Is familiar with the area attractions, shopping etc.

**28. **Knows the direction to and from the hotel to main destinations

**29. **Knows the means of transportation of the area in details.

**30. **Performs additional duties as assigned by the Guest Services Manager.

**Job Type**: Permanent

**Salary**: $18.00 per hour

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

Work Location: One location