Guest Service Agent

Job Description

This exciting role offers Guest Service Agents a step towards Management. If you are a supervisor already or a very experienced Guest Service Agent in hotels we want to hear from you!

What's in it for you?

• Great team to work with
• Experienced leaders at the hotel to train under and grow in leadership
• Benefit package to address overall health
• Unionized working environment

Under the direction of the Operations Manager, this position assists in the daily operation of the Front Desk and provides support to other areas including Housekeeping, Breakfast and Maintenance. This position ensures all guests receive a high level of service by guiding the associates in their daily duties in accordance with hotel policies, procedures, and brand standards. This position is a working supervisor role; working alongside and with the Guest Service Agents in addition to supervisor duties.

Duties & Responsibilities:

• Assist in ensuring guest satisfaction; maximize room revenue by supervising the Front Office operation and implementing established service standards of the hotel.
• Assists in recruitment and training of all new Associates within the department.
• Addresses questions and problems relating to guest room accommodations and rates.
• Attends to escalated guest concerns, inquiries and requests in a professional and timely manner and advises Manager when necessary
• Ensures the proper implementation of new brand technology or standards.
• Develops and maintains Associate recognition and incentive programs to improve performance.
• Communicates appropriate concerns and activities to ensure effective shift pass on
• Creates a positive hotel image with every guest interaction.
• Must be knowledgeable of all special hotel promotions and activities to advise guests.
• Maintain statistics on rooms and reservations, guest arrivals, guest departures, average occupancy rates and related information.
• Maintain reservation statistics, monitoring the training and associate performance in this area.
• Assist with open & close duties of the housekeeping department as required.
• Maintain and process all no-show reservations for the hotel following the SilverBirch policy.
• Supervise daily operation of Front Office associates ensuring completion of daily duties.
• Develop a good working knowledge of the computer system and Front Office equipment.
• Monitor guestroom accounts to ensure adherence to hotel credit and inventory control procedures.
• Work with management team to increase yearly associate engagement and customer service scores.
• Acquire knowledge of hotel, in house facilities and local information to respond to guest inquiries.
• Know and follow all Health & Safety policies, and ensure they are adhered to by associates in the department.
• Keep immediate supervisors informed promptly of all problems or unusual matters.
• Attend monthly department and training meetings as scheduled.
• 24/7-day operation, shifts included mornings, evenings, overnights & weekends
• Other related duties and projects as assigned

Preferred Education & Qualifications:

• 2 years experience as a Front Desk/Guest Services Agent is an asset.
• 1-year previous experience in a Supervisory role is preferred
• High school Diploma or equivalent required.
• Post-Secondary Education in Hospitality or Tourism is an asset
• Security clearance required for cash handling and credit card handling purposes
• Proven customer/guest service skills.
• Strong problem-solving abilities in a busy environment.
• Detail oriented and ability to multi-task effectively.
• Superior verbal and written communication skills.
• Strong skills in meeting deadlines, working autonomously and having accountability

Working Conditions:

• Fast paced environment that is often demanding.
• Stand, walk and remain on feet to perform job duties
• Long periods of concentration needed to review fine details
• Handles escalated guest issues

Please note that only qualified candidates will be contacted for an interview. Thank you for considering this opportunity with our hotel. We are an equal opportunity employer and encourage anyone with the skills to apply.

Job Type: Full-time

Salary: Up to $20.38 per hour

Expected hours: 40 per week

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Supplemental pay types:

• Overtime pay

Experience:

• Hotel: 1 year (preferred)
• Supervisory: 1 year (preferred)

Ability to Commute:

• St. John'S, NL A1B 3P9 (required)

Work Location: In person