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il y a 2 jours
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Guest Service Agent

Fairfield by Marriott St. John's -
St. John's, NL

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Détails du poste

Temps plein
De 18,29 $ à 19,79 $ de l’heure
Il y a 2 jours

Profil recherché

Microsoft Word
Certification SIMDUT
Conciliation de caisse en fin de quart
Contrôle de l'inventaire
Expérience en hôtellerie et hébergement
Audit de nuit
Vente incitative
Anglais
Expérience en services aux clients d'hôtel
Amélioration continue
Hôtellerie
Orientation axée sur le service à la clientèle
Service aux visiteurs
Registres
Systèmes de point de vente
Résolution des problèmes de la clientèle
Compétences en communication

Description complète du poste

Under the direction of the Guest Services Operations Manager, and amongst a great team, the Guest Services Agent will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences.

To be successful in this role, an individual must be willing to continually grow and find efficiencies in how they work and how to problem solve. The needs of our guests is always changing and we need to change with it.

The Guest Services Agent is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments. They are passionate about serving others and working as a team with associates from all departments.

Duties & Responsibilities:

Welcome guests upon arrival, obtains valid methods of payment and identification, verify all information on the reservation, ensures all guests establish credit and provides the guest with information on hotel amenities
Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required
Monitors room inventory on a daily basis
Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity in order to contribute to overall profitability
Answer guest inquiries regarding rates, special packages, and general information accurately and in a timely manner
Create guest reservations via telephone, central/global reservations, and in person
Present statement of charges to departing guests and receive payment
Monitors customer accounts to insure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information
Identify and record special billing instructions and notify Finance
Improve timeliness of cash flow by adhering to all established credit and inventory control procedures
Support in ensuring brand rewards programs are promoted, encouraging memberships and follow through on delivery of benefits
Utilizes technical resources such as email, property management system and point of sales system
Reviews emails and log books to stay current with updates regarding the hotel and guest service
Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes
Report any found property following the lost and found procedures and guidelines
Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures
Responding to and anticipating guest needs such as responding to special requests. Follows through on guest requests promptly, efficiently and courteously
Treat each individual with respect and fosters a cooperative, productive, positive and respectful work environment
Work and communicate in a professional and ethical manner
Assist coworkers where necessary
Provide information to guests about local attractions, services, hotel services and other amenities
Assist with team member orientation and training as required
Maintain standards of punctuality, uniform presentation and personal hygiene
Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation
Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating SilverBirch Values (Engagement, Quality, Performance, Integrity and Growth) and Brand Values
May be required to provides additional coverage and back up for night audit shifts (typically 11 p.m. to 7 a.m.) when required due to vacation, illness or when additional work needs to be completed
Other related duties and projects as assigned

Skills, Knowledge and Abilities Required:

Excellent guest service
Excellent communication skills both verbal and written
Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel
Highly organized, able to multi-task and detail oriented
Works well under pressure and without supervision
Able to perform well in a fast-paced environment
Energetic, honest, self-motivated and flexible
Excellent communication and interpersonal skills
Reliable, punctual and dependable
Strong teamwork skills
Able to sell the services of the hotel

Preferred Education & Qualifications:

1 years previous guest service experience is required
Previous hospitality experience is an asset
Previous professional experience requiring the use of a computer is an asset
Diploma in hospitality is an asset
WHMIS is an asset, however training can be provided by the hotel
Ability to communicate verbally and written in English

Working Conditions:

Primarily in an office environment
Sometimes exposed to frequently open doors to the outside
Fast paced environment that is often demanding
Stand, walk and remain on feet to perform job duties for entire shift duration
Reach overhead and below the knees, including bending, twisting, pulling and stooping
Use of cleaning chemicals
Available for working a variety of shifts which includes weekends, statutory holidays and evenings
Availability to work five days per week is required.

Pay: $18.29-$19.79 per hour

Benefits:

Company events
Employee assistance program
On-site parking

Application question(s):

How many years of guest services experience do you have?
Are you legally authorized to work in Canada for this position?
Will you now require employer sponsorship or support to obtain, extend, or maintain authorization to work in Canada?
Will you in the future require employer sponsorship or support to obtain, extend, or maintain authorization to work in Canada?
Are you available to work weekends and statutory holidays, when required as part of the position?

Work Location: In person

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