Guest Service Agent

Algonquin Resort•Ottawa, ON

8d•Onsite

About The Position

The Guest Service Agent role focuses on creating a welcoming environment for guests, managing check-ins and check-outs, and coordinating with various hotel departments to ensure excellent service delivery and efficiency. This position requires a strong understanding of hotel operations, including room status, rates, and reservation procedures, as well as adherence to financial policies and safety guidelines.

Requirements

Excellent communication skills in English.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Excellent organizational, interpersonal and administration skills.
Proficient or familiar with computerized systems.
Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations.
Present a high degree of professional work ethic and image.
High school graduate or equivalent.
Availability to work day, evening and night shifts any day of the week including weekends and holidays.

Responsibilities

Create a welcoming environment for guests.
Register guests and assign rooms, accommodating special requests.
Complete pre-registration and blocking of rooms for reservations/guest arrival.
Adhere to proper credit, check-cashing, and cash-handling policies and procedures.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Use suggestive selling techniques to sell rooms and promote hotel services.
Coordinate room status updates with housekeeping.
Take reservations for guests, understanding cancellation procedures.
Process guest check-outs.
Post and file all charges to guest, master, and city ledger accounts.
Work closely with all hotel departments to improve service delivery and efficiency.
Use proper telephone etiquette.
Coordinate guestroom maintenance work with the engineering and maintenance division.
Report any unusual occurrences or requests to the manager or supervisor.
Know all safety and emergency procedures and accident prevention policies.
Ensure the work environment (lobby) is tidy and well organized.
Adhere to all health and safety guidelines and standards.