Falls Avenue Resort

Guest Services Leadhand

Department
Front Desk/Guest Services
Job Status Type
Future 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

Enthusiastically greet and welcome guests at each instance. Register guests into the IHG property management computer system. Verify and confirming guest reservation, address, and credit card information and expected service needs and expectations. Process payment for all guests' accounts both at the time of registration and at checkout. Maintain a house bank and making a personal deposit and accurate report of receipts daily. Cash cheques and exchange currency for guests in accordance with hotel policy. Issue keys to and control safety deposit boxes. Post miscellaneous guest charges to individual guest folios as requested. Assist in resolving guest concerns in an urgent and courteous manner. Supervise front office staff. Apply all operating procedures. Ensure cash control standards and systems are in use. Complete inventory checks and departmental reports. Check in and out of tour groups. Act as liaison with Group Sales and Reservations. Handle room charges and guest complaints. Maintain all transactions and postings. Coordinate activities with the Housekeeping Department. Block rooms for groups and transient guests. Enhance and improve guest services.

Qualifications

  • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience
  • Establish immediate credibility with guests and staff – leads all staff by example
  • Demonstrate willingness/enjoyment to attend to the needs of others
  • Demonstrate ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products
  • Employ persuasion and influence to initiate and/or resolve matters
  • Excellent interpersonal skills
  • Demonstrate personal involvement and supervision to ensure the workplace is safe for all guests and staff
  • Enforces all health and safety/sanitation standards
  • Demonstrate knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences and to encourage cross-promotion/sales of restaurant and company services/activities/products across the complex. Train and correct staff, as required, in order to ensure all staff operate at a consistent level of performance
  • Outstanding attention to detail – both personal grooming/appearance and in properly identifying guest’s needs, demeanour and level of required service attention
  • Demonstrate reading comprehension ability (i.e. assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit
  • Demonstrate the 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 with high-energy level and speed
  • Experience in rooms division/front office
  • Post-Secondary education in a related field or the equivalent in education and experience
  • Ability to work all shifts including days/evenings/weekends and holidays
  • Opera training is required

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