Guest Service Specialist
Hilton Garden Inn and Homewood Suites by Hilton • Ottawa, ON, Canada
30+ days ago
Job type
- Full-time
Job description
Description
Duties and Responsibilities
Skills & Qualities
- Excellent time management & organizational skills
- Excellent communication skills
- Strong problem solving skills
- Previous experience an asset
- Computer skills an asset
- Knowledge of Ottawa & area
Qualities:
- Professional in appearance and demeanor
- Dedicated to Customer Service
- Committed to quality
- Patient and tolerant
- Reliable
- Friendly and engaging
- Outgoing personality
- Non Judgmental and unbiased
Job Duties:
- Provide outstanding customer service to our guests
- Communicate with team members across all departments
- Be up-to-date with all hotel communication
- Check guests in and out of the hotel
- Perform Switchboard duties
- Create, modify, and cancel hotel reservations
- Handle and balance financial transactions (cash, credit, debit, vouchers, etc...)
- Maintain guest records
- Be familiar with all room types and rates
- Resolve guest complaints and inquiries
- Respond to emergency situations
- Represent the hotel in a positive & professional manner
- Direct guests to events taking place in the hotel and within the city
- Keep lobby and back office clean, uncluttered, and organized
- Document guest complaints & emergency situations and communicate with management
- Recommend hotel products and services to guests
- Assist with guest luggage and storage when required
- Be aware of all emergency procedures
- Perform administrative duties (photocopying, scanning, faxing, etc...)
- Perform other duties assigned by the Front Office Manager
Work Requirements:
- Unrestricted hours
- Able to continuously stand, bend, and lift
- Dress in complete uniform
- Be on duty at the start of your shift
- Attend Department meetings
- Participate in training as required
- Follow all policies and procedures set forth by Hilton
- Able to work quickly and efficiently
- Repetitive computer use
- Follow all hotel and department standards as set forth by Hilton
Minimum Qualifications:
- Bilingual-English and French
- Customer service experience
- Able to handle customer complaints in a professional & courteous manner
- Previous Front Desk experience is an asset
- Hospitality Management education an asset
- Working knowledge of computers
- Minimum Grade Twelve