Guest Services Representative

Westmont Hospitality Group•Richmond, BC

1d•Onsite

About The Position

We are seeking a dedicated Guest Services Representative who can support daily front-of-house operations and deliver exceptional guest experiences. This role requires a service-oriented professional who can efficiently handle guest interactions, address inquiries and concerns, and contribute to a welcoming environment while supporting the hotel’s overall service standards and operational goals.

Requirements

High school graduate or equivalent.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Excellent organizational, written, and oral communication skills.
Strong customer service and interpersonal skills with a friendly, professional demeanor.
Ability to handle guest concerns and resolve issues in a calm and efficient manner.
Basic computer proficiency, including experience with reservation or property management systems preferred.
Ability to multitask and work effectively in a fast-paced environment.
Strong attention to detail and problem-solving skills.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Team-oriented mindset with the ability to collaborate across departments.
Professional appearance and commitment to maintaining a positive guest experience.

Nice To Haves

Experience with reservation or property management systems

Responsibilities

Registers guests and assigns rooms, accommodating special requests whenever possible.
Assists in pre-registration and blocking of rooms for reservations/guest arrival.
Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
Understands room status and room status tracking.
Knows room locations, types of rooms available, and room rates.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
Files room keys.
Knows how to use front office equipment.
Processes guest check-outs.
Posts and files all charges to guest, master, and city ledger accounts.
Follows procedures for issuing and closing safe deposit boxes.
Uses proper telephone etiquette.
Uses proper mail, package, and message handling procedures.
Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
Attends department meetings.
Coordinates guestroom maintenance work with the engineering and maintenance division.
Reports any unusual occurrences or requests to the manager or assistant manager.
Knows all safety and emergency procedures. Is aware of accident prevention policies.
Maintains the cleanliness and neatness of the front desk area.
Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
Duties associated with Guest Service Representative’s position including but not limited to the above.