Join Our Team

Guest Services Representative

POSITION TITLE: GUEST SERVICES REPRESENTATIVE

REPORTS TO: ASSISTANT GENERAL 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 Services related functions and always maintain a high standard of service and hospitality.

KEY AREAS OF RESPONSIBILITY:

• Greet and welcome guests upon arrival

• Register guests onto the computer, verify reservation, address, and credit information, and assign rooms, making every effort to accommodate special requests

• Comply with all hotel loyalty programs

• Check guests in and out

• Give directions to guests as needed

• Handle reservation inquiries, guest complaints and concerns

• Process client payments according to the procedure

• Maintain a house bank and make a deposit and accurate report of receipts daily.

• Provide accurate currency exchange for guests.

• Answer all telephone calls and transfer calls accordingly internally as well as to guests

• Report any unusual occurrences or requests to your Supervisors and Manager

• Maintain the order and cleanliness of the Front Desk and back office

• Work with other departments to accommodate any guest-related requests

• 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

• Comply with all rate and revenue protocols

• Perform any other tasks as required

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

QUALIFICATIONS:

• Completion of secondary school diploma or equivalent

• Previous Front Desk experience preferred

• Minimum of 2 years customer service experience

• Must be computer literate

• Ability to speak French is an asset

• Must possess strong organizational and time management skills 

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

• Must have excellent 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 take initiative

KEY PERFORMANCE INDICATORS:

• Adherence to IHG 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.

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.

While performing the duties of this job, the employee is regularly required to stand for long periods of time. The employee frequently is required to use hands to type and use computers and must occasionally lift and/or move up to 10 pounds.

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.

The noise level in the work environment is usually moderate.  Employee may experience periods of pressure during busy periods.

TO APPLY:

Please send your resume to Alison Raposo at araposo@diamondhotels.ca