Guest Service Agent

工作内容

Hotel Vision Statement: Hilton Suites Winnipeg Airport’s organizational currency is passion; passion for people, quality and results. We value:
- Empathy in all relationships,
- Experiences that delight the six senses,
- Expectations that are clearly communicate

Purpose:

To deliver the world’s most engaging arrival and departure experience.

Accountabilities:

1 Deliver a level of professional service that supports the hotel’s positioning as Winnipeg’s corporate hotel of choice when service and quality really matter.

2 Greets guest and processes hotel registration. Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services.

3 Identifies and records special billing instructions and notifies Accounting.

4 Processes customer credit at check-in in accordance with hotel policy.

5 Exemplifies the hotel’s commitment to building empathetic and respectful relationships with all stakeholders through all personal interactions, business transactions and communications.

6 Must be a team player and interact effectively with others

7 Vigorously adheres to and recommends improvements to all written and known hotel policies and all laws pertaining to life/safety, asset protection, cost reduction or revenue enhancements.

8 Assumes the responsibility to notice when the guest is not satisfied and uses their best judgement to make it right.

9 If the guest wants it or the operation needs it, and its not illegal, just do it; we can work out the details later.

Authorities: 1 Recommend, secure and leverage operational resources in the delivery of agreed results. 2 Receive performance feedback on request and on an at least quarterly basis. 3 100% support from associates, peers and leadership in the achievement of personal results. 4 To be empowered to rectify any guests complaints or concerns

Service Environment: Significant time spent in the operation interacting with Associates and guests in a fluid and time sensitive service environment.

Measures of Success: Exceed Guest Satisfaction Goals (SALT) and Market Share

Position Requirements: * Full-service hotel experience in Reservations, Sales or Front Desk. * Proficient/familiar with computerized systems (ON Q). * Must be both a process and people person: detailed/analytical while engaging/empathetic. * Results orientated with proven ability to meet deadlines and goals. * Strong verbal and written communication skills.

Job Types: Full-time, Permanent

Salary: $14.24-$14.74 per hour

Additional pay:

• Overtime pay

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Vision care

Schedule:

• 8 hour shift
• Every Weekend
• Monday to Friday
• On call
• Overtime
• Weekend availability

Experience:

• customer service: 1 year (required)