Basic Purpose
Under the direction of the Guest Services 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 all other associates.
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 the hotel
- 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 ensure 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 logbooks 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 responsibilities in the event of an emergency such as fire
- 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 everyone with respect; foster a 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
- Able to perform well in a fast-paced environment, work well with minimal supervision
- 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
Preferred Education & Qualifications:
- 1 year’s previous guest service experience is required
- Previous hospitality experience is an asset; diploma in hospitality is an asset
- Previous professional experience requiring the use of a computer is an asset
- 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
Position Details:
- Shifts: Will include mornings, nights, weekends, and holidays
- Hours and shifts will vary according to occupancy levels
- Hours: 16 – 24 per week
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