Front Office Agent - Beauport Hotel

About the role

The Beauport Hotel is seeking a detail-oriented customer service professional to join our team as a Front Office Agent. This combined role involves handling both reservations and front desk responsibilities, ensuring a seamless and welcoming experience for every guest.

Responsibilities

• Greet guests upon arrival and complete the established check-in procedure.
• Facilitate guest departure (check-out) by following established procedures to close guest accounts and ready the room for the next guest.
• Accurately book, confirm, modify, and cancel guest room reservations via phone, email, and online platforms, ensuring accurate records in the system.
• Provide detailed information about room rates, packages, promotions, and availability, using selling techniques to increase occupancy and revenue.
• Respond promptly and courteously to all inquiries, both in person and by telephone, addressing guest needs and questions with knowledgeable responses.
• Maintain up-to-date knowledge of hotel room types, services, amenities, and area functions.
• Offer personalized recommendations and solutions to enhance the guest experience, including information on local attractions and transportation options.
• Assist with special requests, such as room preferences, special occasions, or accessibility needs.
• Proactively reach out to guests before arrival to confirm details and personalize their stay.
• Handle guest concerns or complaints professionally, escalating issues to management when necessary.
• Regularly post receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods, and maintain complete responsibility for a personal bank as specified by hotel policy.
• Cook with Housekeeping and Maintenance to ensure rooms are prepared according to guest preferences or special needs.
• Relay important guest information, such as late arrivals or special instructions, to the appropriate teams.
• Maintain accurate records of all reservations and guest interactions in the hotel’s reservation system.
• Follow company policies and procedures for billing, payment, and confidentiality of guest information.
• Maintain a friendly and courteous demeanor at all times.

Requirements

• At least two (2) years of customer service experience; hotel experience preferred.
• Professional and confident verbal communication skills, with the ability to communicate effectively in English both verbally and in writing; a second language is desirable.
• Experience in Microsoft Office and industry-relevant Hotel Property Management Systems (e.g., RoomMaster) preferred.
• Working knowledge of Front Office operations preferred.
• Demonstrated ability to work efficiently, accurately, and with attention to detail.
• Ability to work cohesively as part of a team and exercise sound logic and judgment.
• Must be self-directed, motivated, and provide exceptional customer service and interpersonal skills.
• Ability to work a flexible schedule, including nights, weekends, and holidays, pending hotel occupancy and business needs.

Skills

• Detail-oriented and organized, with a commitment to accuracy in bookings, billing, and guest records.
• Dependable team player who is equally effective working independently.
• Adaptable and reliable, with the flexibility to support AM and PM shifts, weekends, and holidays.

Benefits

The comprehensive benefits package includes access to medical, dental, vision, FSA accounts, and life insurance. Paid vacation, holiday, and sick time are also provided. Additionally, employees have access to Beauport Hospitality Group perks.