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Front Desk Agent

2 weeks ago

Grande Prairie AB TV M, Canada Holloway Lodging Corporation Full time $15,000 - $16,200 per year

Job title: Front Desk Agent

Responsible to: Guest Services Manager

SCOPE AND GENERAL PURPOSE

Greet and register guests, provide prompt and exceptional service, close out guest accounts upon completion of stay to meet our standards of quality. Offer courteous service, answer the switchboard and offer guest service recovery.

MAIN DUTIES

1. Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.

2. Check in/check out guests in a friendly and professional manner ensuring accuracy of all information/billing.

3. Greet customers 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.

4. Complete the registration process by inputting and retrieving information from the Property Management System (PMS), confirming pertinent information including guest contact details, number of guests and room rate. Make 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.

5. 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 and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts.

6. Promptly answer the switchboard using positive and clear communication. Input messages into the PMS. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

7. Perform all Guest Services and cashiering duties achieving accuracy and logical work sequence.

8. Close guest accounts at time of check out and ascertain satisfaction. When necessary utilize employee guest service recovery methods ensuring guest satisfaction is achieved.

9. Take reservations, understand and apply yield management principles and training.

10. Be proficient in computer skills including excel and word.

11. Liaise with Housekeeping and Maintenance to maintain accurate status and availability.

12. Send faxes, make photocopies, etc. as required by the guest ensuring correct charging for all business services.

13. Respond to guest needs ensuring special requests handled appropriately with follow-up with guest or appropriate department.

14. Ensure full completion of all duties relating to the shift and a concise hand over.

15. Comply with attendance rules and be available to work on a regular basis.

16. Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

  1. Completion of secondary school is required.

  2. Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management is considered an asset.

  3. Must be willing to "pitch-in" and help co-workers with their job duties and be a team player.

  4. Ability to establish and maintain effective working relationships with associates, customers and patrons.

  5. Must have the ability to communicate in English.

  6. Always maintain a professional appearance and manner.

GENERAL STAFF RESPONSIBILITIES

1. To adhere to all matters relating to hygiene, health, safety, emergency procedures and the Property Crisis Communication Plan.

2. Greet or acknowledge all guests employing the Ten Foot Rule.

3. To carry out any reasonable request.

4. To provide exceptional customer service.

5. To work and communicate in a professional and ethical manner.

6. To be a "salesperson" by active promotion of property facilities and company/property specific promotions.

7. To assist with team member orientation/training within the department.

8. To maintain standards of punctuality, uniform and dress code.

9. To be aware of and comply with hotel policies and procedures.

10. To comply with WHMIS regulations and all Health and Safety policies and procedures.

11. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the operation.

12. To keep your work area clean and tidy.

13. To ensure the use of personal protective equipment as appropriate.

14. To contribute to the security of the building, company assets and guest/co-worker safety with full adherence to security procedures with proper handling of keys/cash as appropriate.

Job Type: Part-time

Pay: $15.00-$15.50 per hour

Ability to commute/relocate:

  • Grande Prairie, AB T8V 5M6: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 1 year (required)

Work Location: In person