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Guest Services Representative

POSITION TITLE: GUEST SERVICES REPRESENTATIVE

REPORTS TO: GUEST SERVICES MANAGER/OPERATIONS MANAGER

POSITION OVERVIEW:

You are ultimately responsible for seeing that each guest has a comfortable stay, and that his or her needs are met. You will assist each of our guests in a friendly, efficient, professional manner in all guest service related functions and maintain a high standard of service and hospitality at all times.

KEY AREAS OF RESPONSIBILITY:

• Greet and welcome guests upon arrival

• Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

• Check guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.

• Report any unusual occurrences or requests to your Supervisors and Manager and log into MOD book

• Checks guests out of the hotel; processes customer payments according to established policies and procedures.

• Responds to guest requests promptly; promotes hotel services, packages, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.

• Resolves guest complaints to the satisfaction of the customer; inform Manager/Supervisor of major problems, complaints, disturbances or unhappy guests.

• Handle reservation inquiries using Diamond Edge training.

• To maintain "float" in a cash drawer, complete a daily cash deposit slip and deposit all monies into the hotel safe according to the hotel's policies

• Provides a professional image at all times through appearance and proper uniform.

• Communicates effectively with all departments to ensure a positive guest experience as well as to ensure the safety of staff and guests

• Comply with all hotel loyalty programs

• Perform any other tasks as required

The above areas of responsibility are not all-inclusive and may be amended from time to time.

KEY PERFORMANCE INDICATORS:

• Adherence to brand standards

• Ability to create strong customer relations with the guests

• Ability to prioritize work while promptly acknowledging guests at initial check-in

• Knowledge of hotel floor plan, services and amenities, room types, selling features

• Ongoingly boost team morale and encourage positive work ethic

• Knowledge of room rates, sizes, and accessibility layouts

• Knowledge of how to apply group rates

CORE COMPETENCIES:

• Communication: Provides and encourages the expression of diverse ideas and opinions, actively listens to others, works to resolve differences, and maintain work relationships.

• Teamwork: Actively participates in the work of the team by taking on different roles and responsibilities; encouraging efforts and contributions of others. Ensures that the tasks are completed through fair and reasonable sharing of responsibilities and opportunities for participation.

• Adaptability: Having flexibility in handing change, being able to juggle multiple demands, and adapting to new situations with new ideas and innovative approaches.

• Customer Service Focused: Establishes and maintains relationships with guests by listening and gaining their trust and is dedicated to exceeding customers’ expectations and requirements.

• Self-Management: Ability to regulate and control their emotions, thoughts, and behaviours, and having the ability to set goals independently and the initiative to achieve them.

QUALIFICATIONS:

• Completion of secondary school diploma (Grade 12) or equivalent

• Minimum 1 year of customer service experience

• Previous Front Desk experience preferred

• Must be computer literate

• Ability to speak French is an asset

• Must possess an outstanding level of customer service, be punctual, and well-organized

• Must have excellent organizational skills and attention to detail

• Must be a team player and have excellent communication skills

• Must possess the ability to communicate effectively within a diverse team environment

• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers and guests

• Must be flexible to work any shift

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to perform duties while standing and/ or walking for the majority of the shift.

• Ability to lift weights up to 30 lbs, push and pull heavy equipment such as cleaning carts, cots and equipment.

• Ability to stoop, bend, stretch, and lift while performing duties.

• Specific vision abilities required by this job include close vision and distance vision.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is moderate. Employee may experience periods of pressure during busy periods.

TO APPLY:

Please send your resume to:
Alison Raposo | Human Resources Coordinator
araposo@diamondhotels.ca