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

• • Minimum of Grade 9 education
•  

SPECIALIZED KNOWLEDGE

• Basic knowledge of Resort Suite, telephones, Microsoft WORD, EXCEL

EXPERIENCE

• • Previous customer service experience
  • Previous hospitality experience

OTHER

• • 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