Part Time Guest Services Representative

Steeped in history and built on the site of the old Fort William at the base of Signal Hill, the Sheraton Hotel Newfoundland blends elegance with the vibrant and colourful atmosphere of one of the oldest cities in North America. Our premier location overlooking St. John’s harbour, is just minutes from area attractions, boutique shopping and the legendary George Street entertainment district.
- Our 301 modern rooms and suites offer our guests a relaxing retreat whether travelling on business or pleasure. With over 18,000 sq ft of well-appointed function space, we can meet the needs of any event or conference.
- We are passionate professional hoteliers dedicated to the art of hospitality Our team members are dedicated to providing exceptional personalized service to our guests; our dedication to the customer shows in everything we do. We put people first
- We take care of our associates who in turn take care of the customers. Our customers are our associates, guests and communities. Mutual respect is at the heart of every customer exchange.
- We are looking for a dynamic and enthusiastic
**Guest Services Representative** to join our team. Must be flexible to work days, evenings, weekends and holidays as well as occasional overtime as business levels dictate.
**Scope**:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.
**Primary Responsibilities**:

- Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
- Checks guests out of the hotel; processes customer payments according to established policies and procedures.
- Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
- Books guest reservations or coordinates with reservation center.
- 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.
- Issues, controls and releases guest safe-deposit boxes.
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures.
- Other duties as assigned by supervisor or management
- Service guests in accordance with Sheraton’s core standards - Efficiency, Professionalism and Speed

**Qualifications**:
**Education/ Experience**:

High School diploma or equivalent and some customer service experience required.
**Certification and/or License Requirement**:

First Aid/CPR considered an asset

- WHMIS certification an asset
**Skills**:

- Interpersonal skills
- Computer skills
- Typing
- Strong communication skills (must be able to communicate in English)
- Bilingualism considered an asset

**Working Conditions**:

- Work with mínimal supervision.
- Will be required to work, days, evening, weekends and holidays as well as occasional over time.
- Will be required to work in fast paced, stressful environment.
- May be asked to work overtime.

**Guest Service Representative**
This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
- The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, moving about while standing. The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person also types or uses a keyboard to coordinate hotel services for the guests.
- This position utilizes problem solving and reasoning abilities often. Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports. Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.
**Organizational Structure**:

- Reports to: Front Desk Management

This job description is a general representation of the duties and responsibilities; it may be modified at an individual hotel based upon business necessity.