FOH Rooms - Guest Service Agent

Canadian Niagara Hotels Group • Niagara Falls, ON

5d • Onsite

About The Position

This position is responsible for performing a variety of activities to ensure the highest level of guest service is provided to each guest. Successful performance includes exceeding guest expectations while actively promoting hotel and resort services to maximize revenue opportunities, and ensuring results are achieved in accordance with established objectives, performance, and quality standards.

Requirements

• Excellent interpersonal and communication skills when dealing with guests internally and externally
• Demonstrated commitment and passion for maximizing guest satisfaction at every stage of the guest experience
• Provide a consistently high standard of customer service
• Demonstrated willingness and enjoyment in attending to the needs of others
• Demonstrated ability to maintain professional composure while multitasking in a fast-paced environment
• Professional telephone etiquette
• Outstanding attention to detail, including personal presentation and accurately identifying guest needs and service levels
• Excellent organizational and time management skills with the ability to work under pressure
• Demonstrated reading comprehension ability to assist guests with hotel and local tourism information
• Demonstrated ability to work cooperatively within a team environment and support colleagues as needed
• Ability to quickly respond to changing work volumes with a high level of energy and efficiency
• Must be able to stand for extended periods and perform front desk duties
• Strong problem-solving skills with the ability to handle guest concerns independently and effectively

Nice To Haves

• Competency with Property Management systems a definite asset. In particular, Lightspeed.
• Experience in Rooms Division/Front Office preferred
• Post-secondary education in a related field or equivalent experience is an asset

Responsibilities

• Enthusiastically greeting and welcoming guests at each interaction
• Verifying and confirming guest reservation details, address, and payment information, along with identifying guest needs and expectations
• Processing payments for all guest accounts at both check-in and check-out
• Maintaining a house bank, completing personal deposits, and ensuring accurate daily reporting of receipts
• Cashing cheques and exchanging currency in accordance with hotel policy
• Issuing room keys and managing safety deposit boxes in accordance with security procedures
• Posting miscellaneous guest charges to individual folios as required
• Assisting in resolving guest concerns in an urgent, professional, and courteous manner
• Promoting room upgrades, hotel amenities, and local attractions to enhance the guest experience
• Collaborating with team members to ensure seamless and efficient front desk operations
• Any other duties as assigned

Benefits

• Comprehensive Health & Medical Coverage: Includes: Prescription Drugs, Dental Coverage, Life and AD&D, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance, among other benefits.
• Career Growth & Development: Opportunities for professional growth and development through cross training in various roles across multiple business properties.
• Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world renowned hotels, available only at properties operating under a brand name.
• Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
• Convenient Parking: Complimentary or reduced-rate parking, based on the specific location.
• Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree