Front Desk Agent

Responsibilities

• Consistently offer professional, friendly and engaging service
• Aid guests regarding hotel facilities in an informative and helpful way
• Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying complete reservation details and credit information, while meeting all required LQA/Forbes standards
• Maintain proper record keeping for guest accounts and settle the accounts upon departure while ensuring all service standards are followed
• Take initiative to add a personalized experience
• Select and block rooms for arriving guests, book same day reservations, pre-register guests as required, and sometimes escort guests to their rooms
• Issue keys and post miscellaneous charges as requested
• Accept payment for guests’ accounts both at the time of registration and at checkout
• Maintain a house bank and make a deposit and accurate report of receipts daily. Follow accurately all cash handling procedures
• Ensure all guest folios are accurately billed prior to departure
• Respond to guest text messaging platform
• Handle guest concerns over phone or in person, and offer resolution promptly
• Manage guest correspondence via email prior to arrival, during their stay, and after departure
• Promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Communicate with housekeeping, maintenance, and guest services to fulfill guest requests
• Promote the loyalty program and enroll members upon arrival
• Follow daily checklist for all front office tasks
• Answer guest inquiries about hotel services, facilities and hours of operation
• Maintain knowledge of current hotel events, activities and promotions
• Work closely with the concierge team to offer information to guests about dining and activities in the area
• Create reservations for guests who are at the desk or who call in after hours
• Work closely with the guest services agents to coordinate the smooth and efficient handling of guest luggage at both check-in and check-out
• Assist the bell desk in storing any luggage when needed
• Work closely with valet team to expedite the service
• Assist co-workers with payments or petty cash as required
• Follow department policies, procedures and service standards
• Follow all safety policies
• Maintain regular and predictable attendance

Qualifications

• Minimum of 1 year experience in hospitality required
• Previous luxury hospitality experience an asset
• Previous Opera Cloud experience an asset
• High school diploma or equivalent required
• Hospitality Diploma is an asset
• Proficient in the English language (verbal & written), second language is an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Computer literate in Microsoft Office required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively with fellow colleagues as part of a team and also with minimal supervision
• Must be available to work overnight shifts and be available to cover variety of shifts, including mornings, evenings, weekends, overtime shifts, and holidays
• Must have the ability to handle cash effectively and accurately