Guest Service Agent I

Company Description

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This Forbes Recommended, 4 Star property, offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list.

World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

Job Description

GUEST AGENT I

What is in it for you :

• Employee benefit card offering discounted rates at Accor properties worldwide
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotels
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world!
• Complimentary meal during your shift through our Colleague Dining Program
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $26.40 to $30.18

What you will be doing :

• Ensure the smooth operation and maintenance of standards and profitability of the Front Office
• Work cooperatively with other departments to ensure total guest satisfaction
• Greet, assist, direct guests and respond to their inquiries and requests
• Check in and check out of hotel guests with warm and engaging service
• Handle cash, credit card and voucher transactions, balance daily transactions
• Maintain and update computer data training manuals, procedures and SOPs
• Review, complete and delegate tasks associated with all front office reports including guest account traces, departures, contingency reports, maintenance, check-out with balance, rate change, etc.
• Print guest registration cards and coordinate vouchers associated with various room packages
• Assist in the coordination and blocking of rooms for all room categories, including incoming group and tour arrivals and all reservations 3 days prior to arrival.

Balancing inventory when necessary

• Daily review of ACDC arrivals and guest loyalty memberships
• Ensure all front and back working areas are kept immaculately clean and organized at all times
• Ensure all tasks are completed as assigned and / or requested on the daily GSA tasklists.
• Supervise the daily operations of the Front Desk and ensure all established policies and procedures are followed
• Effectively lead and motivate all colleagues in the Front Office
• Ensures that the security of the hotel is maintained through participation in the Emergency response procedures and ensure only registered guests and patrons use the Reception Lobby
• Conduct shift briefings with all colleagues in the Front Office
• Determine and encourage upsell opportunities and loyalty membership enrolments
• Establish and monitor breaks and coordinate accordingly
• Effectively handle guest comments both in person and in writing, with an ability to identify and rectify any concerns
• Assist Guest Service Agent IIs and Guest Service Coordinators with any guest issues or problems
• Guide, mentor and train Guest Service Agent IIs when required. Perform service and knowledge audits with Guest Service Agent IIs
• Be Health and Safety conscious and actively participate in maintaining a safe work environment
• Promote and recommend the use of hotel outlets and spa
• Other duties as assigned

Qualifications

Your experience and skills include :

• Minimum of three years (in the last 5 years) experience as a Guest Agent in a luxury environment demanding a similar standard of guest / customer service
• Completely fluent English language skills; both written and verbal
• Impeccable and professional grooming and presentation
• Clear, precise, professional and helpful telephone manner
• Demonstrated leadership ability
• Demonstrated a high level of responsibility and commitment
• Demonstrated excellent organizational skills showing flexibility in handling multiple priorities and meeting deadlines
• Demonstrated team player with proven success in relationship building
• Demonstrated initiative with strong leadership and motivational skills and the ability to guide, mentor and train Guest Service Agents
• Proven ability to work well independently with minimal supervision
• Proven ability to effectively solve problems and make decisions, handle a multitude of tasks in a bust, dynamic environment while remaining calm and collected
• Demonstrated commitment to provide excellent service, anticipate guest needs and exceed guest expectations with a history of responding empathetically and with urgency to guest and colleague needs
• Demonstrated ability to make high-quality service decisions, effectively solve problems and resolve guest concerns in a timely, personable and self-confident manner to pro-actively serve guests
• Comprehensive and current knowledge of local attractions, events, restaurants and transportation information
• Knowledge of computerized Front Office systems required, with emphasis in Microsoft applications and Opera PMS
• Must be available to work flexible hours including overnight shifts
• Must have the ability to handle cash effectively and accurately
• Must be bondable
• Secondary school diploma
• Previous experience in a supervisory position is preferred
• Post-Secondary degree / diploma, preferably in Hospitality Management is an asset

Additional Information

Physical Aspects of Position (include but are not limited to) :

• Constant standing and walking
• Frequent bending and kneeling
• Frequentcarrying and lifting

Visa Requirements : Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Your team and working environment : Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia.

This is the best of all worlds where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs.

This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge : Where Modern meets Iconic.

Come join our wonderful team of hospitality experts!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS