Guest Service Agent

1 day ago

Cambridge Ontario NCZ Canada InnVest Full time $30,000 - $50,000 per year

ACTIVITIES:

The duties and responsibilities for the Guest Experience Representative include, but are not limited to the following:

  • Create a welcoming environment for our guests.
  • Register guests and assign rooms, accommodating special requests whenever possible.
  • Complete pre-registration and blocking of rooms for reservations/guest arrival.
  • Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
  • Understand room status and room status tracking.
  • Know room locations, types of rooms available, and room rates.
  • Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
  • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  • Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
  • Process guest check-outs.
  • Post and file all charges to guest, master, and city ledger accounts.
  • Work closely with all hotel departments to improve service delivery and efficiency.
  • Use proper telephone etiquette.
  • Coordinate guestroom maintenance work with the engineering and maintenance division.
  • Report any unusual occurrences or requests to the manager or supervisor.
  • Know all safety and emergency procedures, is aware of accident prevention policies.
  • Ensure the work environment is tidy and well organized at all times (lobby).
  • Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

  • Excellent communication skills in English
  • Must be able to speak, read, write, and understand the primary language(s) used in the workplace
  • Excellent organizational, interpersonal and administration skills
  • Proficient or familiar with computerized systems
  • Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
  • Present a high degree of professional work ethic and image
  • High school graduate or equivalent
  • Availability to work day, evening and night shifts any day of the week including weekends and holidays

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