Front Office Agent

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The Position

To manage all activities relevant to the Front Desk such as the reception, check in/out, cashiering, foreign exchange, and assisting guests with inquiries.

KEY ROLES & RESPONSIBILITIES

• Register and room all guest arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Attend to guests’ requests for using the safety box at all times
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Hotels Group Loyalty programs
• Attend to guests’ complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if unable to assist
• Familiar with other Sofitel properties to assist guests with onward bookings
• Ensure that guests depart the hotel with a positive impression of hotel service
• Perform the audit balances and prepare all reports for audit in an orderly fashion
• When on night shift, check night report, prepare morning report and necessary forms for guest arrivals
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior, appearance, and attitude
• Ensure front desk work area is kept clean and orderly at all times
• Fully aware of the Credit policy
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

• Must possess outstanding guest services skills, professional presentation, and sophisticated communication skills
• Proficient in the English language (verbal & written), second language is an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collected
• Must be flexible in terms of working hours
• Able to type 25 words per minute
• 2 years minimum experience in customer service
• A hospitality diploma is an asset
• Computer literacy in Windows, MS Office Suite, and Fidelio PMS systems is recommended
• Must have the ability to handle cash effectively and accurately