Position Summary
Under the general direction of the Hotel Guest Service Assistant Manager, the Hotel Guest Services Representative is responsible for providing efficient and courteous service to each guest and operate according to the policies, procedures, quality standards and services established by the management team for the satisfaction of internal and external guests. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.
Key Accountabilities
Check-in & check-out (ensure effective check-in and check-out procedures are followed for individual and group/tour activity)
Addressing telephone and in-person inquiries
Inform and follow up with any necessary departments to ensure that all requests for cots, cribs, packages, etc. are delivered to the guests’ rooms and deliver items to guests at their request on an as-needed basis
Maintain room security by providing effective key control & confidentiality
Record requests for special accommodations, suites and/or in-house packages. Check daily for out-of-order rooms, VIP rooms, and special accommodations requests, and ensure all Pre-registrations are done correctly
Follow shift checklists to ensure all duties are completed in a timely manner
Must maintain proper balance and knowledge of daily transactions and float responsibilities
Assist with cleaning duties in order to maintain a clean and well-ordered work area in line with hotel policy
Achieve guest satisfaction by responding to and anticipating guests needs ensuring all comments and complains are acted upon in accordance with hotel and Company policy
Maintaining and balancing sales from the in-lobby kiosk for guests
Maintaining the guest business center area, including stocking paper and assisting guests with computer inquiries; and
Performs other duties as assigned
Education and Qualification Requirements
High School Diploma; Post Secondary hospitality or hotel education or suitable combination of education and experience
Minimum 1-year experience in full-service hotel, preferred
Reservations experience an asset
Basic computer Skills: Microsoft Word, Excel. Internet
Knowledge of the area and surrounding attractions
Working knowledge of reservations system to perform taking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc
Must have working knowledge of voucher procedures, gift certificates
Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
Strong verbal and written communication skills are required; Bilingualism in both French and English is considered an asset
Ability to work and thrive in a team-oriented environment and be able to function independently.
Ability to work in a physically demanding area and be familiar with a high-volume, fast-paced, multi-tasking environment.
Must be able to pass a criminal background check
Must be 19 years of age or older
Work Environment Considerations
Regular hotel environment, fast paced with multiple priorities, deadlines and deliverables;
This role requires extended period of standing, walking, bending and may lift up to 35 lbs.
The role requires a flexible schedule that adapts to business needs, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts.
Hotel Guest Services Representative-CNB (FT) (Bil ENG/FR) • Moncton, NB, Canada
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