Front Desk Agent

Join us and you’ll become part of the family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve.

**Job description**

Guest Services Representative

**Reporting to**: Front Office Supervisor (FOS)

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Holiday Inn Express & Suites Ottawa West is looking to fill a part time at the front desk. If you enjoy working in a positive environment with the ability to identify and resolve guest related concerns. If you are adaptable to changing demands, this opportunity is the one for you which will allow you to grow and develop your skills

**BASIC RESPONSIBILITIES**:

- Assist with the daily operations of the Front Desk, ensuring that every guest receives prompt and courteous service.
- Maintain room security through effective policy and procedures regarding key control, guest check in, and handling incoming telephone calls.
- Ensure effective and seamless check in and check out by following standard procedures.
- Inform and follow up with any requests for cots, cribs, suites, rooms, packages, etc. are delivered.
- Actively participate in the prompt and courteous handling of all guest requests with the highest level of hospitality and professionalism.
- Promotes hotel services and facilities and providing guests with information such as local attractions and directions to increase satisfaction.
- Effectively communicate with co workers as needed, to ensure that guest expectations are exceeded and met.
- Maximize room revenue by following revenue management strategies and techniques as directed by the Front Office Supervisor.
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank.
- Capable to answer phones and place reservations.
- Must be a team player, willing to help when needed.
- Must work harmoniously and professionally with co-workers and management.
- Can work under pressure and at a very fast paste environment.
- Must be organized and up to date with standards and procedures.
- Follows shift checklists to ensure all duties are completed in a timely manner.
- Must maintain proper balance and knowledge of daily transactions and float responsibilities.
- Maintain a clean and neat front desk and back of the house areas.
- Taking the initiative to take on a new project or other day to day tasks.

**SKILLS, ABILITIES AND QUALIFICATIONS**
- Fluent in English and French is an asset.
- Post-Secondary Education or Hospitality & Tourism Certificate is an asset.
- Must have a passion for delivering outstanding and personable service.
- Self-motivated, decisive, responsible and driven to achieve goals.
- Strong interpersonal skills, exceptional oral and written communication skills.
- Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills.
- Able to work effectively in a fast-paced environment with mínimal supervision
- Must be organized and detail oriented.
- Strong multi-tasking skills.
- Must be able to stand for an entire shift.
- Strong literacy skills both verbal and written.
- Computer literacy required.
- Must be a creative and effective person, possessing a high degree of professionalism in demeanor and appearance.
- Must be able to work flexible hours including evenings, weekends and holidays.
- Experience using Opera reservation system is an asset.
- Able to handle difficult situations and accommodate special requests.
- Able to remain positive under pressure.

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

**Salary**: $18.50 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Vision care

Schedule:

- Evening shift
- Morning shift
- Weekend availability

**Experience**:

- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- French (preferred)