Front Desk Agent

Grande Prairie, AB

Best Western Grande Prairie Hotel & Suites

February 2, 2018 Expires in 42 days

Front Desk/Reservations Agent

Employer of Choice Logo

Holloway Lodging Corporation, an equal opportunity employer, is one of Canada’s largest lodging companies and our goal is to be one of North America's top-performing lodging companies. Holloway hotels operate under internationally recognized brands such as Travelodge®, Super 8®, Holiday Inn®, DoublteTree by Hilton®, Best Western®, Days Inn® Quality Inn and Suites ®. For more information on Holloway please visit our website at www.hlcorp.ca

Reporting to the Front Office Manager, the Front Desk agent is responsible for greeting and registering guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Holloway and brand high standards of quality at our Best Western located in Grande Prairie, AB.   

Responsibilities include but not limited to:  

  • Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.
  • Check in/check out guests in a friendly and professional manner ensuring accuracy of all information/billing
  • Greet customers immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.  Promote Holloway and brand marketing programs.  Make appropriate selection of rooms based on guest needs.  Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 
  • Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, travelers checks, and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.
  • Carry out all Guest Services and cashiering duties achieving accuracy and logical work sequence
  • Close guest accounts at time of check out and ascertain satisfaction.  In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.  Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.          
  • Promptly answer the switchboard in a friendly, caring and courteous manner ensuring messages are recorded and promptly passed on or voicemail explained/utilized in line with property and company policy.
  • Be skilled in the taking of reservations and understand and apply yield management principles and selling techniques in order to maximize on Revenue Per Available Room and contribute to achieving or exceeding the department budget.
  • Be competent in the use of the computer in line with laid down procedures.
  • Liaise with Housekeeping and Maintenance regarding the availability of rooms in order to contribute to the smooth running of the property and the satisfaction of our guests.
  • Send faxes, make photocopies, etc. as required by the guest ensuring correct charging for all business services.
  • Be alert to/respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required in order to contribute to the development of customer loyalty.
  • Carry out security checks of the lobby (or liaise with security as appropriate) to ensure property and employee safety following procedures laid down by property policy.
  • Ensure full completion of all duties relating to the shift and a concise hand over in order to assist the smooth running of the property, effective team work and guest satisfaction.
  • Comply with attendance rules and be available to work on a regular basis.

The successful candidate will possess the following qualifications:

  • A minimum of 1 year of related experience
  • College/university diploma from a recognized hospitality program an asset
  • Strong communication skills, including the ability to present insight and actionable recommendations in a concise and confident manner
  • Strong organizational and follow up skills
  • Strong leadership skills
  • Proficient in Microsoft Office
  • Etc.

Thank you for your interest in Holloway Lodging Corporation.  Only those who are selected for an interview will be contacted.  If you are selected for an interview, please let us know of any accommodations that may be required in the interview process.

Less than 1 year

Prefer not to state

Full Time

31hrs - 40hrs

Cash handling skills, Computer skills, Customer Service, Detail-oriented, English Communication Skills, Interpersonal Skills, Work with minimal supervision

Not specified.

Group benefits
Employee discounts

Similar Jobs

Front Desk Agent

Becker's Chalets (Jasper, AB)

Guest Services Agent

Edmonton Inn & Conference Centre (Edmonton, AB)

Guest Services Agent

Spring Creek (Canmore, AB)