Front Desk Agent

작업 내용

THE OPPORTUNITY

Guest Services Representative, Full-Time

Reporting to Guest Services Manager

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

THE ROLE:

Front Desk Agents contribute to the overall success of the hotel by ensuring our guest’s needs are met in a prompt and professional manner and that all guest and financial transactions are completed accurately.

ACTIVITIES:

The duties and responsibilities for the Front Desk Agent include, but are not limited to the following:

Ø 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

Ø Becomes informed of events/ functions in the hotel during the shift.

Ø Checks guests out of the hotel; processes customer payments according to established policies and procedures.

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

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

Ø Books guest reservations or coordinates with reservation center.

Ø Completes pre-arrival planning including room assignments and guest requests. Sets up appropriate billing for guests.

Ø 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.

Ø Issues, controls and releases guest safe-deposit boxes.

Ø Participates in enrollment of guests into brand loyalty program and recognizes loyalty of highly valued guests in the program.

Ø Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Tracks and stocks hotel “Shop” convenience areas.

Ø Manages departmental email inbox during shift, responding to and following up on a variety of email requests.

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

Ø Adhere to all policies and procedures in place at the hotel.

Ø Communicate with MOD and co-workers regarding product or service deficiencies, equipment, safety problems, etc.

Ø Adhere to all health and safety guidelines and standards. Ensure good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

COMPETENCIES WE ARE SEEKING:

· Previous Customer Service Experience or Hotel Experience is an asset.

· Full-Time availability of up to 42.5 hours a week is required, with availability for morning, afternoon, and evening shifts.

· Will be required to work nights, weekends and holidays. Occasional overnight coverage will be required (in instances of overnight staff vacations or turnover).

· Completion of High School, GED or equivalent required.

· Excellent time management, organization, and attention to detail.

· Ability to multi-task and work under heavy pressure / stress during busy times.

· Strong communication skills.

· Special consideration will be given to those who exhibit exemplary performance.

· Job requires standing for long periods of time, ability to assist with luggage weighing up to 50 pounds, and continual typing / computer usage.

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

Job Type: Full-time

Salary: $18.57 per hour

Benefits:

• Discounted or free food
• Extended health care
• Vision care

Schedule:

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

Experience:

• customer service: 1 year (preferred)

Work remotely:

• No