Guest Services Agent

**Guest Services Agent - Part-time**

**Are you a people person who is passionate about providing customer service that goes above and beyond expectations? If so, you may be the person we are looking for We are searching for an innovative, creative, energetic person who is good at problem solving to work the customer service desk at our hotel. If this sounds like you would be a fit - come and join our team We’d love to meet you**

Hotel Front Desk Agent responsibilities include registering guests, managing reservations, and providing information about rooms, rates and amenities. We need a person who is pleasant in person as well as holding exceptional telephone manners.

**JOB REQUIREMENTS**:

- 2 years’ experience at in hospitality / front desk is a must.
- Excellent customer relations and love assisting our customers.
- Great multi-taker with good organizational skills.
- Adaptable to change and be able to handle multiple priorities under pressure.
- Eager and focused to exceed guest expectations.
- Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
- Exceptional conflict resolution, negotiation, and objection handling skills.
- Able to respond quickly in a dynamic and changing environment.
- Pleasant, courteous, empathetic, fast acting, professional, discreet, friendly.
- Strong communication skills.
- Strong computer knowledge (experience with Room Master PMS program an asset).
- Able to work both independently and a team environment.
- Knowledge of Calgary, it’s tourist attractions and major routes.
- Able to effectively communicate both verbally and in writing.
- Must be able to drive and have reliable transportation - as bussing is not readily available.
- **Open Availability with evenings and weekend availability is an absolute must in this roll.** There may be some opportunity for on-call as well.

**DUTIES**:

- Welcome guests in a friendly, prompt and professional manner.
- Check guests in, issue room keys, provide information on hotel services and room location.
- Ensure required identification is taken from guests at check-in in line with local legislative requirements.
- Answer the phone in a prompt and courteous manner.
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns.
- Record guest preferences in PMS system.
- Check guests out, including resolving any late or disputed charges.
- Accurately process all guest transactions using established procedures.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring.
- Take action to solve guest problems/complaints using appropriate service recovery guidelines.
- Always follow established hotel safety protocols and procedures. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
- Must be available to work flexible shifts and weekends.
- Applicants must hold a valid D.L. and have reliable transportation as bussing is limited.

**Job Types**: Part-time, Permanent

**Salary**: $16.50-$17.50 per hour

**Benefits**:

- Discounted or free food
- On-site parking
- Store discount

Schedule:

- Evenings
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Weekend availability

Supplemental pay types:

- Overtime pay

Application question(s):

- Are you legally able to work in Canada?

**Experience**:

- Front desk: 1 year (required)
- Customer service: 1 year (required)
- Guest services: 1 year (required)
- Hotel experience: 2 years (required)

Licence/Certification:

- Driver's License and reliable transportation (required)