Guest Services Representative

Guest Services Representative

Reports to:

Customer Experience Ambassador

Job Status:
Casual – On Call, Onsite

Hours:

Shifts vary and include 7am–3pm, 3pm–11:30pm, and 11pm–7am, including weekends.

Location:

4206 Macleod trail south, Calgary AB ,

Pay: $16-$17/hour

• Guest Check-In and Check-Out: Greet guests upon arrival, assist with check-ins by verifying identification, processing payments, assigning rooms, and providing room keys. During check-out, handle payments, issue receipts, and ensure a smooth departure process.
• Reservation Management: Manage room reservations, including making new bookings, modifying existing reservations, and ensuring accurate room assignments based on guest preferences.
• Customer Service: Address guest inquiries, provide information about hotel services, amenities, local attractions, and assist with special requests or issues that guests may encounter during their stay.
• Communication Hub: Act as a central point of contact between guests and various hotel departments, forwarding requests or issues to the appropriate staff (housekeeping, maintenance, management).
• Cash Handling and Record-Keeping: Handle cash transactions, maintain a balanced cash drawer, process credit card payments, and accurately maintain guest records and information in the hotel's system.
• Safety and Security: Maintain a secure environment by monitoring and controlling access to the hotel, ensuring compliance with safety protocols, and responding appropriately to emergency situations.
• Administrative Tasks: Perform administrative duties like answering phone calls, responding to emails, managing reservations systems, filing paperwork, and maintaining a clean and organized front desk area.
• Team
  
  Collaboration:
  
  Coordinate with other front desk staff members to ensure smooth shift transitions, share important information, and work collaboratively to maintain high service standards.

• High school graduation with basic training in office practices and customer service.
• A minimum of one year’s experience in a similar position.
• An equivalent combination of education and experience will be considered.

• Excellent Customer Service Skills
• Keyboarding speed at 40 wpm with accuracy
• Ability to handle a multi-line telephone switchboard
• Working knowledge of MS Office including Word, Excel, Outlook and Power Point
• Ability to use various office equipment including fax and photocopy machines
• Ability to multi-task
• Ability to complete work in a timely manner with accuracy and attention to detail
• Ability to work independently with minimum supervision
• Good judgment and ability to prioritize assignments
• Ability to work under pressure and maintain a calm focus during hectic periods
• General understanding of the programs and services provided by the location
• Ability to exhibit a professional attitude and image with a commitment to quality service
• Ability to think on your feet, troubleshoot issues, and resolve guest concerns promptly, demonstrating resourcefulness and a proactive approach.
• Willingness to work varying shifts, including nights, weekends, and holidays, and the capability to adapt to changing circumstances or guest needs.
• Must successfully complete a criminal background check prior to hire, including a Vulnerable Sector Screening, in accordance with applicable provincial and federal regulations.