Front Desk Agent- Delta Guelph Conference Centre, Guelph, On

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable **Front Desk Agent for the Delta Guelph Conference Centre, Guelph, ON.**

**Reports To: Director Of Operations**

**Job Purpose**:
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
- Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
- Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
- Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
- Promptly respond to and resolve guest complaints
- Answer telephone promptly and properly being polite, courteous, and friendly
- Be friendly, thorough, accurate and efficient in taking reservations
- Be friendly, thorough, accurate and efficient in performing Check-ins
- Be friendly, thorough, accurate and efficient in performing Check-outs.
- Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
- Responsible for greeting every guest with a smile and positive attitude.
- Ensures that all guests are dealt with in a professional, consistent manner. Ability to diplomatically handle difficult situations and people.
- Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
- Assist guests with luggage upon their arrival to and departure from the hotel
- Use the guest's names
- Be knowledgeable and helpful about the local area, the hotel and hotel services
- Handle messages, wake-up calls, mail, and faxes properly
- Assist guests with laundry/dry cleaning needs
- Know of incoming VIPs
- Follow all applicable Company Standard Operating Procedures.
- Perform other assignments as directed by leadership.
- Be an enthusiastic, helpful and positive member of the team
- Be professional, responsible and mature in conduct and behavior
- Be understanding of, encouraging to and friendly with all co-workers
- Be self-motivated and use time wisely
- Maintain open line of communications with each department
- Communicate pertinent information
- Respond positively to new ideas
- Openly accept critical/developmental feedback
- Maintain effective communication through the use of meetings, logbooks and bulletins
- Be available to help other departments in emergency situations
- Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
- Safety and Security Skills
- Properly handle and account for keys
- Be knowledgeable of policies regarding emergency procedures and security concerns
- Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
- Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
- Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
- Have full understanding of Marriott Bonvoy program.
- Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:

- Verifies all information on reservations check-in, name, address, method of payment, etc.
- Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
- Identifies and records special billing instructions and notifies accounting
- Completes shift closing accurately by getting appropriate approval signatures and authorization codes
- Adheres to hotel policies regarding the use of cash banks
- Stays current with developments in the hotel by reviewing the communication logbook each shift, updates logbook for next shift
- Report potential sales contacts to the sales department protection of guests’ room numbers.

**Qualifications and Requirements**:
High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- R