Guest Services Agent - Ottawa, Canada - Ottawa Embassy Hotel & Suites

Ottawa Embassy Hotel & Suites

Verified Company

Ottawa, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

An exciting opportunity exists within the Ottawa Embassy Hotel and Suites for a Guest Services Agent that allows for growth and development.

Job Duties and Responsibilities

Responds to telephone inquiries, giving out information, taking reservations and responding to requests for items such as wake up calls or extra pillows.
Liaises with guests to resolve problems and ensure guest satisfaction.
Provides assistance to guests.
Greet guests with a welcoming smile and friendly demeanor
Perform all guest checkin and checkout procedures, including groups and tours
Obtain or confirm guest information, assign rooms, activate and distribute keys, etc.
Collect payment for room charges and other fees and post them accurately to guests accounts
Handling cash payments
Answer phones and direct calls to appropriate personnel
Make and confirm reservations
Maintain a clean and tidy work space at all times
Inform guests of hotel amenities and offerings
Be informed and uptodate on all types of room accommodation and availability
Provide local information on restaurants, special sites, activities, etc.
Resolve customer complaints and problems calmly and effectively
Notify management of any serious issues that you cannot resolve
Store luggage and valuables as needed
Accurately communicate with other shifts regarding issues arising from day to day operations
Maintain a friendly, personable disposition
Verifies rates charged to guests to ensure that correct room rates are charged.
Prints registration cards.
Reviews City Ledger accounts to ensure that both the guest and the company are billed completely and accurately.
Completes bucket checks to ensure check ins and check outs are filed properly.
Completes a rate check to ensure that guests are billed accurately.

General Tasks

To operate the Front Desk in a manner to meet and exceed the expectations of arriving and departing guests.
To perform and complete tasks consistent with standard operating procedures.
To oversee the safety and security of guests and associates while maximizing the integrity of company assets.
Previous hotel guest service experience is a definite asset along with multiple languages.
Proven computer knowledge specializing in Word, Excel, and Five Star considered an asset.

Requirements and Qualifications

High school diploma or equivalent preferred
Proficient in English (oral and written)
Proficient in French is a plus
Previous experience in front Desk, night audit, customer service and/or hospitality industry preferred
Experience using hotel booking software a plus
Personable and outgoing when dealing with guests
Professional phone demeanor
Excellent customer service skills
Ability to maintain calm, polite, and patient in stressful situations
Organized and detailoriented
Ability to connect with guests and consistently give them a positive customer experience
Ability to work all shifts including weekends, and holidays