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

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