Guest Experience Expert

6 months ago

Calgary, Canada Autograph CollectionCourtyard by Marriott Hotel Full time

Description

RESPONSIBILITIES

Complete all check-ins and check-outs of hotel guests in a timely fashion following proper settlement procedures. Communicates with all related departments regarding guest concerns. Directs all guest complaints and concerns to the appropriate department. Answers the switchboard and all other related phone duties in a polite and professional manner. Handles and completes daily cash summaries following credit policies as outlined by management. Ability and strong comfort level with computers and applications. Fully understands the front desk computer system and how all transactions are posted properly. Treats all guests in a courteous and friendly manner. Familiar with all programs and fully aware of how they work and how to explain and market them to guests. Records all guest reservations including group bookings and rooming lists, monitors room inventory on a daily basis. Familiar with rate tiers for all types of accommodations available and maximizes revenue with every check-in. Answers and follows up on all guest inquiries and/or complaints concerning the Hotel and its services in a polite and tactful manner. Reports all comments regardless of nature to management. Provides additional coverage and back-up for night audit shifts when required due to vacations, illness, leave of absences or when additional work needs to be completed. Assist with special projects for the Front Office Other duties as assigned

QUALIFICATIONS

Minimum 1-2 year customer service experience Flexible and energetic with the ability to work under pressure Must have experience with Microsoft Word and Excel Ability to prioritize with strong data entry, analytical and communication skills. Ability to work with minimal supervision Excellent communication skills Exceptionally strong guest service skills to ensure superior guest service and satisfaction Team player who is able to recognize the value of both internal and external guests Proficiency in Microsoft Office applications Passion and drive to work, excel and grow in the Hospitality Industry Able to multitask and meet deadlines Must be able to work various shifts including morning, afternoon, evenings and weekends and holidays. Hospitality experience an asset Experience with Lighspeed or other PMS systems an asset Tourism/Hospitality Management Diploma or Post-Secondary Degree an asset

Here are some reasons our associates like working for us:

Benefits (Full Time Associates only)

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, LTD, tuition assistance, discounted room rates at Concord managed and Marriott branded hotels, plus training & development and career advancement opportunities.

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