Guest Service Agent

Purpose

The Guest Service Agent complete all guest check-ins and check outs according to Chelsea procedures and to the guest satisfaction. Ensure excellent communication skills in order to exceed the guest expectations and meet their needs. Must have an excellent working knowledge of the current computer systems and room types, and be able to follow all credit procedures. Must be well informed of the hotel services and pass that information on to the guests. Create a welcoming and personable atmosphere for all guests.

Principal Responsibilities

Promote up selling Hotel facilities to the guests.
Ensure all charges made by guest are correctly posted on room accounts. (i.e. laundry, parking, ticket service charge, etc).
Ensure that all outstanding balances for departed guests are settled.
Follow up on guest complaints and special requests.
Ensure the guests are greeted appropriately and are given the opportunity to provide us with feedback concerning their stay.
Answer any guest or visitor questions or direct them to someone that can assist them. Ensure complete guest satisfaction.
Greet guest by using first name if known.
Smile and make eye contact with each guest, always say “my pleasure” instead of “you’re welcome”.
Practice correct cash handling procedures.
Ensure float is appropriately stocked and balanced.
Complete the settlement of all outstanding accounts from departed guest.
Open communication with Manager to report challenges or issues.
Safe and effective use equipment.
Adhere to and comply with all safety regulations when handling hazardous materials according to MSDS.
Be fully aware of fire and emergency procedures and your role there in.
Follow Chelsea grooming policy. Name Tag must be visible at all times.
Perform other tasks as assigned by Management.

Academic and Working Qualifications

Working Experience

Previous Guest Service experience.
Previous experience with a Hotel Property Management System.
Previous hotel experience an asset.
Knowledge

Computer skills required.
Aware of city tourist attractions, local business’, able to give directions, etc.
Education

SMART SERVE certificate an asset.
Soft Skills

Be able to work effectively in a team.
Strong work ethic.
Be able to handle a high volume of guests.
Strong multitasking skills.
Available to work a variety of shifts including nights and weekends.
Good organizational skills required.
Languages

Fluency in English a must and additional languages an asset.
Physical Requirements

Ability to sit and/or stand for extended periods.
Ability to work a variety of shifts.
Ability to use standard computer equipment.
Lifting up to 5 kilograms
Some bending and stooping.