Guest Service Agent

7 days ago

Fredericton, New Brunswick, Canada Crowne Plaza Lord Beaverbrook Fredericton Full time

As Fredericton's only 4+ star downtown waterfront hotel, the Crowne Plaza offers an exciting and rewarding workplace. Employees have the opportunity to learn from top hospitality professionals and enjoy benefits such as travel discounts at IHG Hotels & Resorts worldwide.

Job Purpose

The Guest Service Agent is the first point of contact and plays a crucial role in creating a positive first impression for guests. By delivering warm, knowledgeable, and efficient service, the Agent ensures guests feel confident they've made the right choice. Responsibilities include smooth check-in/check-out processes and ensuring guests have everything they need for a memorable stay.

Duties & Responsibilities

  • Greet guests promptly and professionally, recognizing IHG Rewards Club members and returning visitors
  • Check guests in and out efficiently, issue room keys, and provide hotel information and directions
  • Verify guest identification in accordance with local laws
  • Handle phone inquiries promptly and courteously
  • Promote room upgrades to maximize hotel revenue
  • Record guest preferences and handle requests, messages, and concerns accurately
  • Process all cash and credit card transactions following hotel procedures
  • Manage guest safe-deposit boxes according to hotel policies
  • Communicate any outstanding guest issues to management for follow-up
  • Address and resolve guest complaints using service recovery protocols
  • Adhere strictly to hotel safety and security procedures; report any incidents immediately
  • Assist with booking reservations, cancellations, and updates for individuals and groups
  • Collaborate with other departments to ensure exceptional guest service
  • Perform additional duties as assigned, such as guest room tours, concierge services, and handling special requests

Job Types: Full-time, Permanent

Pay: $18.83 per hour

Benefits:

  • Company events
  • Dental care
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site gym
  • On-site parking
  • Store discount
  • Vision care

Ability to commute/relocate:

  • Fredericton, NB: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 2 years (required)

Work Location: In person

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