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| POSITION: Guest Service Agent REPORTING TO: Rooms Division Manager Mission Statement: “We are committed to making a difference in the lives of our guests, colleagues and community through passion, integrity, innovation and service excellence.” RESPONSIBILITIES: • Provide excellent guest service, meeting and exceeding external & internal guests’ needs and requests • Be empowered to solve guest concerns immediately to ensure total satisfaction • Accurate and timely check-in and check-out of hotel guests • Perform Reservations and Switchboard duties, as required • Generate extra revenue through daily up-selling and selling strategies, and act as a sales agent for the hotel • Follow and maintain all corporate practices as outlined in the Standard Operating Procedures (SOP) manual • Daily balancing of individual work, as well as maintaining a cash float • Other projects and tasks as assigned • Occasional concierge duties as required EXPERIENCE, SKILLS & EDUCATIONAL REQUIREMENTS: • Excellent verbal and written communication • Passionate about guest service • Proficiency in computers and ability to work under pressure • Positive and professional demeanor • Strong organizational, time management and multi-tasking skills • Able to handle stress and work in fast paced environment • Able to stand for long periods of time • Ability to show initiative and handle problems without guidance • Minimum of 1 year in a front line customer service environment • Previous Guest Service/Front Desk experience a definite asset • Post secondary education in Tourism and Hospitality or equivalent hotel experience an asset • Must be able to work a variety of shifts inclusive of evenings, weekends and holidays | ||||||||||||||
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