Guest Services Agent

Edmonton, AB

Edmonton Inn & Conference Centre

September 7, 2017 Job Expired

Front Desk Administration, Front Desk/Reservations Agent, Night Auditor

The Edmonton Inn & Conference Centre is currently recruiting for a dynamic individual to fill the position of full time Guest Services Agent.

The Guest Services Agent is responsible for ensuring the highest standards of hospitality are demonstrated at all times when welcoming guests into the hotel.

Responsibilities and Essential Duties:

  • Follows all established and future front office Standard Operating Procedures.
  • Provides value added service to customers to meet or exceed customer expectations:
    • Communicates effectively with customers, co-workers, and supervisors.
    • Demonstrates teamwork by cooperating and assisting at the front desk as needed.
    • Handles difficult guest inquiries and concerns effectively, demonstrating problem resolution, and effective recovery.
    • Maximizes guest service by exhibiting strong knowledge of the hotel's facilities and services.
    • Effectively makes and alters reservations within the hotel HMS system.
    • Promptly checks in or checks out guests, with attention to detail and accuracy.
    • Reports, turns in, and/or logs all lost and found items according to established procedures.
    • Utilizes up-selling techniques to maximize profitability.               
  • Provides courteous service to customers by adhering to Edmonton Inn standards:
    • Follows Telephone Courtesy Key Deliverables and communicates clearly and courteously.
    • Demonstrates proficiency in the use of switchboard equipment and the hotel management system.
    • Qualifies and transfers incoming calls promptly to the appropriate extension.
    • Responds to customer questions regarding hotel, in-house facilities, and local events.
  • Provides courteous, prompt, and accurate inter-hotel communications to staff and customers:
    • Takes accurate and complete messages.
    • Ensures customer needs are met and followed up on in a timely fashion.
    • Communicates with authorized personnel by using paging system and radio.
    • Follows established hotel security and safety policies as required.
    • Key member of crisis and emergency team.      
  • Identifies and forwards incoming faxes, customer mail, packages, and messages promptly.
  • Maintains regular attendance as required by scheduling which will vary according to the needs of the hotel.
  • Ensures organization and cleanliness of the front desk area.
  • Prints and distributes reports and vouchers as needed.
  • Reports all concerns related to Maintenance, Health and Safety, Security or suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader.
  • Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
  • Adheres to all standards, including Hygiene and Grooming, Health and Safety, Fire Safety
  • Provides exceptional guest service at all times.
  • Other projects/duties as assigned.

Job Specifications and Skills: - High School diploma is required. Post-Secondary education in hospitality an asset - 1-2 years' experience in a high volume hotel required - Experience in HMS and switchboard - Excellent communication and interpersonal skills - Maintains a positive attitude - Versatile, able to work under pressure - Excellent command of the English language - oral, written, reading - Contributes to building a positive team spirit - Able to work in a diverse work environment - Strong computer and telephone skills - Must be able to work shifts and a rotating schedule including mornings, afternoons, evenings, overnight (night audit) and weekends

1-2 years

High School

Full Time

31hrs - 40hrs

Cash handling skills, Computer skills, Customer Service, Detail-oriented, English Communication Skills, Interpersonal Skills, Leadership Skills, Microsoft Excel, Microsoft Outlook, Microsoft Word, Numerical skills, Problem Solving, Stress management, Work with minimal supervision

Not specified.

Health, dental, vision, parking, discount meal program

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