Guest Services

ROLE AND RESPONSIBILITIES

General Front Desk Duties

• Provide friendly and professional services to all internal and external guests
• Present oneself properly dressed (uniform) and groomed with name badge and smile
• Processing guest room reservations including arrival, room assignment, change requests, cancellations, and departures
• Enter reservations into central reservation system (ICS), ensuring accuracy of information
• Provide facility venue and services information to guests and general community information including points of interest and services
• Upselling guest rooms and cross selling property amenities
• Marketing guest rooms and facilities to increase bookings
• Accurate posting of guest charges and receipt of cash, credit and debit payments
• Respond to front desk enquiries and redirect as required to housekeeping, security, maintenance
• Be knowledgeable and provide information on room rates, room features, hotel services, promotions and amenities via phone, e-mail and in person
• Balance cash and complete daily/shift reports
• Manage room guest complaints and needs effectively and politely
• Follow emergency and safety protocols
• Accommodate guests with special needs, including wake up calls, barrier free rooms, meal delivery Answer telephone and e-mail enquiries and relay messages, handle outgoing calls as directed
• Distribute keys and floats to appropriate department staff as required.
• Accept keys, floats, and deposits from department staff
• Print Daily Registration Cards
• VLT tracking via work sheet and exchange tickets for cash from Taps as required.
• Verify housekeeping floor sheets for room occupancy accuracy
• Process guest bag lunch/takeout breakfast orders with kitchen
• Verify accuracy of in-house guest information and validity of pre-authorizations by performing daily bucket checks. Ensure room type and number of guests and guest classification is accurately recorded for monthly and quarterly reporting.
• Related office clerical duties including, filing, faxing, copying.

PERFORMANCE EXPECTATIONS

• Follow Company Personnel, Financial and Communications Policies, Procedures and Protocols
• Cooperate, coordinate, and collaborate with department colleagues and supervisor team
• Attentive to potential workplace hazards and initiate remedial action
• Report maintenance and repair issues promptly to Maintenance department
• Maintain a positive attitude and guest friendly demeanor
• Attend and participate in staff meetings as required
• Report to work on time and ensure completion of work tasks on time
• Guest check-in/check-out completed within 3 minutes
• Properly uniformed and groomed with a friendly disposition to guests and colleagues
• Social media property ratings friendly, helpful front desk 4.5/5 or better
• Follow security protocols and ensure regular check-ins with evening security personnel

EDUCATIONAL REQUIREMENTS

• Minimum Grade 12 or equivalent

SKILLS & EXPERIENCE

"Must Haves"

• Team player – collaborative, cooperative
• Flexibility, reliability, and dependability
• Effective interpersonal skills
• Superior customer service
• Telephone, computer and in-person oral and written communication skills
• Microsoft Office Suite including Excel, Word, Power Point presentations, and Photoshop
• Ability to use e-mail and conduct research using the internet
• Cashier and/or cash management experience including balancing
• Previous experience using hotel reservation and POS systems
• Minimum 1-year front desk experience preferably in a motel/hotel environment
• Ability to multi-task in a time sensitive environment
• Problem solving and situation de-escalation skills
• Attention to detail

"Nice to Haves"

• Certificate or Diploma in Office Administration or Communications preferred
• Computer and hotel reservation software training an asset
• 1+ years of front desk agent experience

Job Type: Part-time

Pay: $15.81-$17.03 per hour

Expected hours: 16 – 24 per week

Benefits:

• On-site parking

Work Location: In person