Guest Service Agent
HOTEL HALIFAX
1990 Barrington St
 
 
SilverBirch Hotels & Resorts is one of Canada’s leading hotel management companies and manages a large portfolio of full-service, focused service and extended stay hotels across Canada. The company manages hotels operating under major franchise brands, such as Marriott, Hilton and Radisson.
 
We are looking for a GUEST SERVICES AGENT
 
Basic Purpose
Under the direction of the Guest Services Manager (or Front Office Manager), the Guest Services Agent will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences. The Guest Services Agent is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments.  They are passionate about serving others and working as a team with associates from all departments.
 
Duties & Responsibilities:
  • Welcome guests upon arrival, obtains valid methods of payment and identification, verify information on the reservation, ensures all guests establish credit, provides the guest with information on hotel amenities
  • Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required
  • Monitors room inventory on a daily basis
  • Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity in order to contribute to overall profitability
  • Answer guest inquiries accurately and in a timely manner
  • Create guest reservations via telephone, central/global reservations, and in person
  • Present statement of charges to departing guests and receive payment
  • Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information
  • Identify and record special billing instructions and notify Finance
  • Improve timeliness of cash flow by adhering to all established credit and inventory control procedures
  • Utilizes technical resources such as email, property management system and point of sales system
  • Reviews emails and log books to stay current with updates regarding the hotel and guest service
  • Minimize loss of revenue by adhering to all established credit and inventory control procedures
  • Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes
  • Report any found property following the lost and found procedures and guidelines
  • Ensure the security of keys, company information, guest information and guest rooms at all times
  • Report unsafe work conditions, areas requiring repair or suspicious person to the Department Head
  • Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures
  • Committed to providing exceptional and professional customer service working within the guidelines set out by procedures and the brand.
  • Responding to and anticipating guest needs such as responding to special requests. Follows through on guest requests promptly, efficiently and courteously 
  • Treat each individual with respect; fosters a cooperative, productive, positive, respectful work environment
  • Work and communicate in a professional and ethical manner
  • Assist coworkers where necessary
  • Provide information to guests about local attractions, services, hotel services and other amenities
  • Assist with team member orientation and training as required
  • Maintain standards of punctuality, uniform presentation and personal hygiene
  • Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation
  • Communicate and cooperate effectively with all departments 
  • Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating our Values (Engagement, Quality, Performance, Integrity and Growth)
  • Other related duties and projects as assigned
 
Skills, Knowledge and Abilities Required:
  • Excellent guest service; excellent communication skills both verbal and written
  • Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel
  • Highly organized, able to multi-task and detail oriented; Works well under pressure and without supervision
  • Able to perform well in a fast-paced environment
  • Energetic, honest, self-motivated and flexible
  • Excellent communication and interpersonal skills
  • Reliable, punctual and dependable; strong teamwork skills
  • Able to sell the services of the hotel
  • Must have valid driver’s license and be able to drive both standard and automatic vehicle.
  • Will be required to provide a driver’s abstract.
 
Preferred Education & Qualifications:
  • 1 year’s previous guest service experience 
  • Previous hospitality experience is an asset
  • Previous professional experience requiring the use of a computer is an asset
  • Diploma in hospitality is an asset
  • WHMIS is an asset, however training can be provided by the hotel
  • Ability to communicate verbally and written in English
 
Working Conditions:
  • Sometimes exposed to frequently open doors to the outside
  • Fast paced environment that is often demanding
  • Stand, walk and remain on feet to perform job duties for entire shift duration
  • Reach overhead and below the knees, including bending, twisting, pulling and stooping
 
If you are interested in joining SilverBirch Hotels & Resorts, we want to hear from you!
 
Apply to:                      halifaxhotels@silverbirchhotels.com
                                              www.silverbirchhotels.com
 
SILVERBIRCH HOTELS & RESORTS IS SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGES APPLICATIONS FROM QUALIFIED INDIVIDUALS.
SILVERBIRCH HOTELS & RESORTS WELCOMES AND ENCOURAGES APPLICATIONS FROM PEOPLE WITH DISABILITIES. ACCOMMODATIONS ARE AVAILABLE UPON REQUEST FOR CANDIDATES TAKING PART IN ALL ASPECTS OF THE SELECTION PROCESS.
 
NOTICE TO POTENTIAL JOB APPLICANTS
If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts 
  • does not require job applicants to pay a fee for a job application or opportunity; and
  • does not make unsolicited offers of employment.
f you have been approached by any entity engaging in such practices who claims to represent SilverBirch Hotels & Resorts, please advise us immediately by email at careers@silverbirchhotels.com and contact either the Canadian Anti-Fraud Call Centre at 1-888-495-8501 or the Royal Canadian Mounted Police. 
  • Available for working a variety of shifts which includes weekends, statutory holidays and evenings
How to Apply
Email: halifaxhotels@silverbirchhotels.com
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