Front Desk Agent

1 week ago

Banff, Canada Capilano Group -Lodges Full time

**Front Desk Agent**
**Department**:Front Desk
**Reports to**:Front Office Manager

**General Description**:
The **Front Desk Agent** is part of the** Moraine Lake Lodge** front desk team which is responsible for guest service and reservations. Our **Front Desk Agents** are the first voice and first team member our guests interact with. There must be a strong focus on guest services to ensure an amazing stay. This position is a multi-task oriented with main duties including; answering phones, taking reservations, selling rooms, guest service (concierge), assisting the dining room, retail sales, end of day accounting and following check-in /check-out procedures.

**Essential Duties and Responsibilities**:
**Guest Service**
- Ensure quality guest experience by providing consistent and efficient service,
- Follow all procedures as outlined in the front desk manual,
- Process reservations and all changes in a pleasant and professional manner,
- Provide information about Moraine Lake Lodge and surrounding area during a sales call to ensure full marketability to potential guests,
- Use up selling techniques to ensure all potential guests are realizing the full value in all Moraine Lake Lodge packages and room offerings,
- Register arriving guests, assign rooms, help with luggage and perform Lodge tours for guests,
- Book dinner reservations for guests in the main dining room,
- Be knowledgeable and engaging when providing information to guests about services and activities in the area,
- Check-out guests, reconcile guest folios and process payments.
- Balance cash and complete balance sheets, cash reports and related forms,

**Operations & Administration**
- Prepare accurate daily reports,
- Ensure reservations, FIT and group correspondence is 100% accurate,
- Operate Five Star system; perform flawless cash-out upon daily closing,
- Follow all cash handling procedures,
- Complete the end of day accounting and audit,
- Prepare bank deposits and cash reconciliation, ensure all house accounts are reconciled,
- Prepare commission statements and billing requests,
- Maintain front desk organization & inventory.

**Qualifications**:

- Must be 100% guest service oriented, have excellent people skills with a positive & upbeat personality,
- Previous hotel/front desk experience preferred, minimum 1 year,
- Currently enrolled in a hospitality/tourism program, an asset,
- Must have strong computer skills,
- Outdoors enthusiast, a passion for hiking and exploring the Rocky Mountains,
- Previous hotel experience an asset,
- Second language an asset.

**Working Conditions**:

- Able to work a variety of shifts including evenings, weekends and holidays, to meet the needs of the business,
- While performing the duties of this position, Team Members are required to be on their feet for extended periods of time,
- Ability to work with outside with varying weather conditions (ex. Extreme Heat, Extreme Cold, Rain, Snow),
- Occasionally required to lift and carry up to 50lbs,
- Occasionally required to lift and climb a step ladder or step stool.

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