Guest Services Agent

1 week ago

Edmonton, Canada Nova Hotels Full time

The Edmonton Inn & Conference Centre is currently recruiting a dynamic **Guest Services Agent** to join our growing team

**PRIMARY FUNCTIONS**

The Guest Services Agent is responsible for ensuring the satisfaction of all hotel guests by providing exceptional customer service. You are the first impression of the property; you welcome guests in a professional and friendly manner at all times and resolve any guest issues as they come up. Sell rooms to hotel guests that call or come to the desk and ensure that sufficient payment is collected in accordance with hotel policies.

This is a full-time position, and the shift includes days, evenings, weekends, and holidays.

**Responsibilities and Essential Duties**
- Follows all established and future front office Standard Operating Procedures.
- Provides exceptional, courteous service to customers by adhering to Nova Hotels standards
- Communicates effectively with customers, co-workers, and supervisors
- Handles difficult guest inquiries and concerns effectively
- Demonstrates teamwork by cooperating and assisting at the front desk as needed
- Provides courteous, prompt, and accurate inter-hotel communications to staff and customers
- Effectively makes and alters reservations within the hotel PMS system
- Promptly checks in or checks out guests, with attention to detail and accuracy
- Reports, turns in, and/or logs all lost and found items according to established procedures
- Utilizes up-selling techniques to maximize profitability.
- Performs duties as a key member of the Health & Safety team
- Maintain regular attendance as per schedule which will vary according to the occupancy of the hotel
- Ensures organization and cleanliness of the front desk area.
- Reports all concerns related to Engineering/Maintenance, Health, and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader
- Adheres to all Nova Hotels standards, including Hygiene, Health and Safety, and Guest Interactions.
- Other projects/duties as assigned.

**Qualifications**
- High school diploma
- 1-2 years of experience in the hospitality industry is considered an asset.
- Experience in PMS, POS, and switchboard considered an asset

**Core Competencies**
- Customer Service Skills
- Self-Directed
- Conflict Resolution
- Computers and Systems Literacy
- Planning and Organization
- Communication Skills

**Benefits**
- Extended Health Benefits for full-time associates
- Employee discount in dining areas
- Employee discount at all Nova Hotels properties

**We thank all applicants for their interest, however, only those considered for an interview will be contacted.

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