Reports To – Guest Services Manager
Position Summary The Guest Services Agent (GSA) is responsible for ensuring the highest level of guest service and standards are achieved. The GSA acts as a main point of contact for all hotel guests and works in harmony with all hotel departments to ensure all guests are wowed by our inspired location and authentic moments they experience with our team. The GSA acts as a problem solver, in a professional and calm manner, resolving any guest concerns that may occur while delivering outstanding service to our guests.
Job Duties
- Responsible for greeting every guest upon arrival
- Prepare documents and keys required for registration
- Register arriving guests and assign rooms
- Process guests' departures, calculate charges and receive payments
- Make, confirm, cancel and change reservations
- Promptly and courteously attend to telephone calls
- Provide information on hotel facilities and services
- Concierge services including booking activities, dining reservations and transport
- Provide detailed information about points of interest in the area
- Arrange services required for guests with special needs
- Ensure guest special requests are efficiently completed
- Store and retrieve luggage
- Follow emergency and safety procedures
- Provide direction to guests requiring guidance and offering any further assistance, as required
- Other related duties as assigned by the Front Office leadership team
Knowledge, Skills & Abilities
- Contribute to a positive team atmosphere
- Bilingualism is an asset, English is required
- Post-secondary education an asset, but not mandatory
- Tourism & Hospitality experience preferred
- Competent in Microsoft Office software (including but not limited to: Word, Outlook, Excel)
- Feel comfortable working in a fast-paced environment requiring multitasking
- Strong problem-solving skills required
- Excellent customer service and conflict resolution abilities
- Knowledge of property and Moncton area
- Ability to transfer luggage from vehicle trunks to bell carts and to guest rooms, ranging up to 40lbs
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
Schedule:
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
