Guest Services Agent

Job Title: Guest Services Agent

Reports To: Guest Services Supervisor

Hotel: Travelodge by Wyndham, Thunder Bay

Position: Full-Time Availability (No Rescrticted Days)

Please read before applying:

This full-time position requires open availability across weekdays, overnights, weekends, mornings, evenings, and holidays.

If you are currently working another job, attending school, or have any restrictions that would prevent you from being available for a rotating full-time schedule, we kindly ask that you do not apply.

We seek reliable, long-term team members who can commit to a consistent full-time schedule.

A Guest Services Agent plays a crucial role in ensuring that customers receive excellent service during their stay at a property. Their primary responsibility is to facilitate a smooth check-in process for guests and provide them with their desired accommodations. Additionally, they are responsible for addressing any issues or concerns that guests may have during their stay and ensuring that they have a comfortable and enjoyable experience. Apart from these, a Front Desk Agent may also be responsible for handling other tasks such as managing reservations, providing information about the property and nearby attractions, and processing payments..

Duties and Responsibilities:

• Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through the use of initiative and empowered decision
• Check in/check out guests in a friendly and professional manner ensuring the accuracy of all information/billing
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including a number of guests and room rate. Promote Samm Holding Inc. and brand marketing programs. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
• Carry out all Guest Services and cashiering duties achieving accuracy and logical work sequence
• Close guest accounts at the time of checkout and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Promptly answer the switchboard in a friendly, caring, and courteous manner ensuring messages are recorded and promptly passed on or voicemail explained/utilized in line with property and company
• Be skilled in the taking of reservations and understand and apply yield management principles and selling techniques in order to maximize on Revenue Per Available Room and contribute to achieving or exceeding the department
• Be competent in the use of the computer in line with lathe d down
• Liaise with Housekeeping and Maintenance regarding the availability of rooms to contribute to the smooth running of the property and the satisfaction of our
• Send faxes, and make photocopies, as required by the guest ensuring correct charging for all business services.
• Be alert to/respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required to contribute to the development of customer
• Carry out security checks of the lobby (or liaise with security as appropriate) to ensure property and employee safety following procedures laid down by the property
• Ensure full completion of all duties relating to the shift and a concise handover in order to assist in the smooth running of the property, effective teamwork and guest
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Job Types: Full-time, Permanent

Pay: $17.60 per hour

Benefits:

• Paid time off

Ability to commute/relocate:

• Thunder Bay, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you worked for a Wyndham property or similar? If so, what brand?
• Why did you apply for this role and to this hotel?
• This is a full-time position requiring open availability across all days and shifts. Do you have any scheduling restrictions that would prevent you from working a rotating schedule, including mornings, evenings, weekends, overnights and holidays?
• Please confirm that you have read and understood the statement below before submitting your application:

Please read before applying:

This is a full-time position requiring open availability across weekdays, weekends, mornings, evenings, overnights, and holidays.

Education:

• Secondary School (required)

Experience:

• Hotel Front Desk: 1 year (preferred)
• Customer Service: 1 year (required)

Location:

• Thunder Bay, ON (required)

Work Location: In person