Guest Service Agent

Contenuto del lavoro

Reports to: Front Office Manager

Scope: Creates a memorable experience for each guest by ensuring guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Primary Responsibilities:

· Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.

· Processes customer payments according to established policies and procedures.

· Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.

· Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

· Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

· Contributes to overall tactical goals, initiatives and objectives with a truly visionary approach

· Performs all Guest Service Agent functions as required; booking room reservations; answering hotel phone calls and notifying guests of messages; will facilitate proper security of department keys.

· Balances and audits for accuracy room revenue, food and beverage revenue and telephone revenue; completes all reports relevant to daily revenues.

· Completes and transmits daily management and accounting reports and supporting documents; prepares customer tracking report, market segmentation report, food and beverage revenue report necessary to ensure the accurate accounting of hotel revenues and expenses.

· Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.

· Provides a professional image at all times through appearance and dress.

· Follows company policies and procedures.

· Other duties as assigned by supervisor or management.

Note: Associate will abide by the specific performance standards for their department as communicated to them by their manager.

Qualifications:

Education/ Experience: College diploma in Hospitality Management/ Accounting an asset but not required and 1 year experience working within Night Audit/Accounting is preferred

Health and Safety:

It is the responsibility of all associates to ensure that they follow all health and safety policies by:

· working in a safe manner

· reporting any unsafe conditions

· immediately reporting any associate injury/accident

· using personal protective equipment if required

Associates are required to fully participate in all health and safety initiatives and may be recruited to join our committee as their department’s representative.

“Crowne Plaza Kitchener Waterloo is committed to providing an accessible workplace, in support of the Accessibility for Ontarians with Disabilities Act (AODA 2005), and the Human Rights Code (RSO 1990). Should an applicant require accommodation at any point during the recruitment process or during employment, the individual is invited to communicate and discuss their requirements with Crowne Plaza’s Human Resources representative. Crown Plaza Kitchener Waterloo will provide, or arrange to have provided, reasonable accommodation specific to the applicant’s or employee’s accessibility needs.”

Job Types: Full-time, Part-time, Permanent

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends

Experience:

• hotel front desk: 1 year (preferred)

Work remotely:

• No