Falls Avenue Resort

Guest Service Agent/Night Auditor

Department
Front Desk/Guest Services
Job Status Type
Current Opportunity

Overview

Reporting to the Front Office Manager, this position is responsible for performing a variety of activities in order to ensure the highest level of guest service is provided to each guest. Successful performance will include exceeding guest service expectations while maximizing potential hotel and resort-wide services/revenue, making sure results are achieved in accordance with the objectives, performance and quality standards established by the company.

Responsibilities

This includes:

 

  • Enthusiastically greeting and welcoming guests at each instance.
  • Registering guests into the IHG property management computer system.
  • Verifying and confirming guest reservation, address, and credit card information, and expected service needs and expectations.
  • Processing payment for all guests' accounts both at the time of registration and at checkout.
  • Maintaining a house bank and making a personal deposit and accurate report of receipts daily.
  • Cashing cheques and exchange currency for guests in accordance with hotel policy.
  • Issuing keys to and control safety deposit boxes.
  • Posting miscellaneous guest charges to individual guest folios as requested.
  • Assisting in resolving guest concerns in an urgent and courteous manner.
  • Any other duties as assigned.

 

Qualifications

QUALIFICATIONS:

 

  • Excellent interpersonal and communication skills when dealing with guests both internally and externally.
  • Demonstrated commitment and passion to maximizing guest satisfaction in each stage of the guest experience, particularly as they pertain to enthusiastically greeting guests/making them feel important as well as exceptional standards of cleanliness and order.
  • Demonstrated willingness/enjoyment to attend to the needs of others.
  • Demonstrated ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products; Employs persuasion and influence to initiate and/or resolve matters.
  • Demonstrated professional telephone manners.
  • Outstanding attention to detail – both personal grooming/appearance and in properly identifying guest’s needs, demeanour, and level of required service attention.
  • Excellent organizational and time management skills and the ability to work under pressure.
  • Demonstrated reading comprehension ability (i.e. Assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit.
  • Demonstrated ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs.
  • Ability to quickly respond to changing work volume; high -energy level/speed.
  • Must be able to stand and exert well-paced mobility.
  • Provide a high standard of customer service.
  • Experience in rooms’ division/front office; Post-Secondary education in a related field or the equivalent in education and experience.
  • Opera knowledge preferred.

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