Career Opportunity – Guest Services Agent
Oakwood Resort in Grand Bend is recruiting a Guest Services Agent
Position: Part Time – with the requirement to work 4-5 shifts every week with flexibility to work Monday-Sunday from 7 am to 11 pm.
JOB PURPOSE
- The Guest Service Agent represents the hotel to the guests throughout all stages of the guests stay.
DUTIES & RESPONSIBILITIES
- Responsible for communicating and processing reservations by travel agents, sales office, and guests by mail, telephone and fax
- Responsible for determining a guest’s reservation status and identifies how long the guest will stay
- Assists guests in completing registration card
- Knowledgeable of the types of rooms available as well as their location, layout, rates and benefits of al package plans
- Knowledgeable of the deposit policy of the resort and prepares letters of confirmation
- Responsible for the processing of cancellations and modifications
- Registers guests and assigns guests to rooms while accommodating special requests whenever possible
- Assists in pre registration and blocking of rooms for reservations
- Possess thorough understanding and adheres to proper credit, and cash handling policies and procedures
- Encouraged to use suggestive selling techniques to sell rooms and to promote other services of the hotel
- Co-ordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check outs, early check-ins, special requests and part-day rooms
- Knowledgeable of the use of front office equipment
- Responsible for posting all charges to guest, master and city ledger accounts
- Required to follow procedures for issuing and closing safe deposit boxes used by guests
- Must use proper telephone etiquette
- Required to be aware of all daily activities and meetings taking place in the hotel by reading and initialing log book and reading Banquet Event Orders for each day
- Responsible for completing guest check in and check out procedures and settling guest accounts
- Receives payment from guests at check in and remaining balance upon check out, coordinating the billing of credit card and direct billed guest accounts with the accounting department
- Will transfer guest balances to other accounts as required
- All accounts are balanced by agent at the close of each shift
- Responsible for any cash used in processing front desk transactions
- As required, may perform a variety of banking services for guests, such as foreign exchange
- Must maintain a clean and neat appearance and work area at all times
- Must promote goodwill by being courteous, friendly and helpful to guest, managers and fellow employees
- Promote and maintain a safe and healthy work environment adhering to the legislation set out by Occupational Health and Safety
- Perform daily visual workplace inspections
- Attend safety talks, and staff meetings
- Participate in the accident/incident investigation program
- Conducts self with regard for safety of employees; is aware of safety and evacuation procedures
- Assist with the training of new employees
- Report to supervisor/manager any health and safety violations
- Works in compliance with the Occupational Health & Safety Act
- Assist with other related duties, as required
- As an Oakwood employee, responsible for the ongoing general appearance of the Resort property. This entails allocating found garbage in the appropriate areas.
QUALIFICATIONS
EDUCATION
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- Minimum of Grade 9 education
SPECIALIZED KNOWLEDGE
- Basic knowledge of Resort Suite, telephones, Microsoft WORD, EXCEL
EXPERIENCE
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- Previous customer service experience
- Previous hospitality experience
OTHER
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- Excellent communication and guest service skills
- A second language an asset
- Must be able to work well with minimal supervision and be a team player
- Must be physically fit and able to lift heavy items (approx. 25lbs)
- Flexibility in scheduling a must