Front Desk Agent - Continental Inn & Suites, Edmonton, AB

Hotel Equities•Edmonton, AB

10d•Onsite

About The Position

The Front Desk Agent at Continental Inn & Suites, Edmonton, AB, is responsible for professionally and courteously responding to arriving, departing, and in-house guests by providing accurate and timely information and services. This role involves handling telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. The agent is expected to offer warm, knowledgeable service and helpful guidance to guests. Key duties include greeting and registering guests, verifying reservation and credit information, promoting guest programs, processing payments, maintaining a house bank, handling guest complaints, and managing reservations, check-ins, and check-outs efficiently. The position also requires ensuring a quality dining experience, maintaining a positive attitude, handling difficult situations diplomatically, and ensuring compliance with safety and sanitation standards. Additionally, the agent assists guests with luggage, laundry, and dry cleaning, handles messages and wake-up calls, and possesses extensive knowledge of the hotel and local attractions. They are expected to follow company procedures, communicate effectively with other departments, and actively seek opportunities to sell rooms and promote hotel amenities.

Requirements

High School diploma /Secondary qualification or equivalent
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
Ability to speak, read, write and understand the primary language(s) used in the workplace
Ability to read and write to facilitate the communication process
Good communication skills, both verbal and written
Basic computational ability
Basic computer skills
Extensive knowledge of the hotel, its services and facilities
General knowledge of the city where hotel is located and its attractions
Ability to stand and exert well-paced mobility for up to 4 hours in length
Ability to exert well-paced ability to reach other departments of the hotel on a timely basis
Ability to lift up to 20 lbs occasionally
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
Vision occurs continuously with the most common visual functions being those of near vision and depth perception
Ability to spend extended lengths of time viewing a computer screen
Manual dexterity to use and operate all necessary equipment
Finger dexterity to be able to operate office equipment
Being passionate about people and service
Strong communication skills are essential when interacting with guests and employees
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit
Problem-solving, reasoning, motivating, and training abilities are often used
Ability to work a flexible schedule including nights, weekends and/or holidays

Responsibilities

Greet and welcome guests upon arrival
Register guests into the computer, verifying reservation, address, and credit information
Promote “preferred” guest program and provide recognition and benefits to all current members
Accept payment for guests’ accounts both at the time of registration and at checkout
Maintain a house bank and make a deposit and accurate report of receipts daily
Cash checks and exchange currency for guests
Issue key to and control entrance of safety deposit boxes
Post miscellaneous charges as requested
Promptly respond to and resolve guest complaints
Answer telephone promptly and properly being polite, courteous, and friendly
Be friendly, thorough, accurate and efficient in taking reservations, performing Check ins and Check outs
Greet and seat all guests and ensure a quality dining experience
Responsible for greeting every guest with a smile and positive attitude
Ensures that all guests are dealt with in a professional, consistent manner
Ability to diplomatically handle difficult situations and people
Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis
Maintain and enforce sanitation laws and safety standards with anyone entering the kitchen and restaurant area
Assist guests with luggage upon their arrival to and departure from the hotel
Use the guests’ names
Be knowledgeable and helpful about the local area, the hotel and hotel services
Handle messages, wake-up calls, mail, and faxes properly
Assist guests’ with laundry/dry cleaning needs
Know of incoming VIPs
Follow all applicable Company Standard Operating Procedures
Perform other assignments as directed by the General Manger
Be an enthusiastic, helpful and positive member of the team
Be professional, responsible and mature in conduct and behavior
Be understanding of, encouraging to and friendly with all co-workers
Be self-motivated and use time wisely
Maintain open line of communications with each department
Communicate pertinent information
Respond positively to new ideas
Openly accept critical/developmental feedback
Maintain effective communication through the use of meetings, log books and bulletins
Be available to help other departments in emergency situations
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook
Properly handle and account for keys
Be knowledgeable of policies regarding emergency procedures and security concerns
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Have full understanding of franchise honors program
Ensure all customers establish credit upon check-in
Verifies all information on reservations check-in; name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
Identifies and records special billing instructions and notifies accounting
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
Adheres to hotel policies regarding the use of cash banks
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
Report potential sales contacts to the sales department protection of guests’ room numbers