Front Desk Agent (Part-Time)

Red Deer Resort & Casino•Red Deer, AB

2d•Onsite

About The Position

Under the direction of the Front Office Manager/Rooms Division Manager, the Front Desk Agent will be responsible for ensuring our guests receive the highest level of guest service, and hotel standards are met and maintained at all times. The Front Desk Agent must be professional, energetic, passionate and customer focused. This position must have outstanding customer service as they are the first people guests are greeted by, so kindness is key!

Requirements

One to two years of related hospitality experience preferred.
Experience in all aspects of customer service.
1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience.
Ability to analyze and interpret clients’ needs and offer the appropriate options, solutions, and resolutions.
Exceptional conflict resolution, negotiation, and objection-handling skills.
Able to respond quickly in a dynamic and changing environment.
Able to build and maintain lasting relationships with corporate departments, key business partners and customers.
Knowledge of using Computer and MS Office Applications.
Able to effectively communicate both verbally and in writing, in English.
As a condition of employment, associates are to have a criminal record check prior to their first day of work.
All applicants must be legally entitled to work in Canada.
The successful candidate will be subject to criminal record checks and/or other background checks.

Nice To Haves

ProServe certification, ProTect certification is an asset.

Responsibilities

Warmly greet and assist all guests.
Check guests in and out of the hotel, respond to guest inquiries, and arrange transportation as required.
Ensure all Hotel standards for Front Desk Agents are being met and exceeded.
Count and verify cash, shift transactions, keys, gift certificates, and other assigned items with the departing shift.
Print updated in-house, arrival, departure, and room status reports.
Check telephone interfaces throughout the shift; check all unresolved departures.
Review service requests for arrivals; complete welcome calls.
Refer all inquiries to the appropriate individuals or departments across the organization.
Book and coordinate transient guests and individual group reservations under courtesy group block.
Take and record telephone calls, emails, or written messages for in-house guests.
Observe and report any security issues.
Respond to clients’ complaints in a timely and professional manner.
Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
Upsell additional facilities and services, when appropriate.
Arrange transportation for guests, if needed.
Perform other duties and responsibilities as assigned by the Immediate Supervisor or Front Office Manager. The role/duties may change depending on the needs of the operations, this may include other departments under the purview of the Front Office Department ie. club lounge and reservations.