Front Desk Agent

JOB TITLE:
Front Desk Agent

DIVISION:
Front Office

REPORTS TO:
Front Office Manager

ABOUT ROSEWOOD HOTEL GEORGIA

Rosewood Hotel Georgia combines the grandeur of the Roaring Twenties with contemporary design in the heart of Vancouver. First opened in 1927, the legendary award-winning hotel has been meticulously restored to its place as one of the most prominent hotels worldwide. Providing a flawless combination of legacy with luxury, Rosewood Hotel Georgia features 156 guestrooms and suites, award-winning dining, and Sense, a Rosewood Spa – the only 2 Key Michelin rated Hotel in Vancouver Canada, and the only city Hotel. For generations, guests have indulged in Hotel Georgia's charming ambience, remarkable service and landmark location.

THE IMPACT OF THIS ROLE

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

KEY RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities / VIPs.
• Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
• Maintain professional appearance and follow the personal grooming and uniform standards.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
• Meet with the departing Front Desk Agent to review business status, follow up items and any guest related pending tasks.
• Access all functions of the computer system.
• Set up workstation with necessary supplies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check-ins.
• Assist Reservations in reservation calls during high traffic and closing hours.
• Confirm reservations in the system, review and note all pertinent information such as requests and/or billing.
• For guests without a reservation, sell a room type agreed upon.
• Register guest in the system including all accompanying guests.
• Verify reservation information with the guest (e.g. departure date, room type).
• Obtain back-up information for guest credit/payment method and input into system; collect cash only as determined and instructed by the MOD.
• Assign guest room following designated requirements, assist Housekeeping and coordinate with In-Room Dining.
• Advise guests of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Direct Bell Person to escort guests and transport their luggage to the room.
• Maintain history files on all guests and ensure profile information is up to date.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e. sharewiths, separate room/tax/incidentals, comp).
• Assist in room changes and follow up with guests ensuring their satisfaction.
• Document all guests' requests, complaints or problems and action accordingly. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD.
• Take, record and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• Assist in delivering wake-up calls during high phone traffic hours.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print, and distribute daily and weekly reports.
• Resolve discrepancies in the room status report with Housekeeping.
• Manage queue rooms, coordinate with Housekeeping report to MOD any rooms taking longer.
• Process all check-outs.
• Resolve any late charges.
• Present folio to guests and resolve any disputed charges.
• Settle guest accounts.
• Retrieve guest room keys from guest.
• Solicit guest comments on their stay.
• Process express check-outs.
• Handle requests for late check-outs.
• Conduct group check-ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• Adhere to all cashiering procedures:
• Process all guest posted billing accordingly such as: adjustments, paid outs, cash handling, posting correction, miscellaneous charges, third party billing, etc.
• Perform Credit Limit check.
• Process currency exchange & make change for guests.
• Post charges and collect payment.
• Follow up on open folios and open balances.
• Run closing reports.
• Count and secure bank.
• Complete designated cashier reports.
• Balance receipts.
• Drop receipts.
• Document pertinent information in the Front Desk Pass-On.
• Assist in Room Service phone calls during high traffic hours.
• Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
• Report to the MODs any other relevant information or incidents during the shift operations.
• Perform all other duties assigned by management as required.

CRITICAL SKILLS & QUALIFICATIONS

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Experience:
Previous experience as a Front Desk Agent.

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Education:
High school diploma.

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General Skills:
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

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Technical Skills:
Ability to input and access information in the property management system/computers. Experience in Opera System and Microsoft Office preferred, Knowcross, Alice, Givex and Canary.

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Language:
Required to speak, read, and write English, with fluency in other languages preferred.

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Physical Requirements:
Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

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Licenses & Certifications:
None required.

*** Full Time status does not denote guaranteed hours. Assignment of hours is subject to business demands and may be required to work overnight shifts***

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Others

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While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.