Guest Services Representative - Kingston, Canada - The Holiday Inn Express & Suites Kingston Central

The Holiday Inn Express & Suites Kingston Central

Verified Company

Kingston, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

You are ultimately responsible for seeing that each guest has a comfortable stay, and that his or her needs are met.

You will assist each of our Guests in a friendly, efficient, professional manner in all Guest Services related functions and always maintain a high standard of service and hospitality.

BENEFITS OF WORKING FOR THE COMPANY:

Hotel discounts all over the world for you and your family/friends
Group insurance benefits for all fulltime employees
Employee events throughout the year
Access to discounted Kingston Frontenacs Hockey tickets
Being part of a company who values diversity and inclusion
Growth & development opportunities

KEY AREAS OF RESPONSIBILITY:

Greet and welcome guests upon arrival
Register guests onto the computer, verify reservation, address, and credit information, and assign rooms, making every effort to accommodate special requests
Comply with all hotel loyalty programs
Check guests in and out
Give directions to guests as needed
Handle reservation inquiries, guest complaints and concerns
Process client payments according to procedure
Maintain a house bank and make a deposit and accurate report of receipts daily.
Provide accurate currency exchange for guests.
Answer all telephone calls and transfer calls accordingly internally as well as to guests
Report any unusual occurrences or requests to your Supervisors and Manager
Maintain the order and cleanliness of the Front Desk and back office
Work with other departments to accommodate any guest related requests
To maintain "float" in a cash drawer, complete a daily cash deposit slip and deposit all monies into the hotel safe according to the hotel's policies
Comply with all rate and revenue protocols
Perform any other tasks as required

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The above areas of responsibility are not all inclusive and may be amended from time to time._

KEY PERFORMANCE INDICATORS:

Adherence to Marriott brand standards
Ability to create strong customer relations with the guests
Ability to prioritize work while promptly acknowledging guests at initial checkin
Knowledge of hotel floor plan, services and amenities, room types, selling features
Ongoingly boost team morale and encourage positive work ethic
Knowledge of room rates, sizes, and accessibility layouts

CORE COMPETENCIES:

Communication: Provides and encourages the expression of diverse ideas and opinions, actively listens to others, works to resolve differences, and maintain work relationships.
Teamwork: Actively participates in the work of the team by taking on different roles and responsibilities; encouraging efforts and contributions of others. Ensures that the tasks are completed through fair and reasonable sharing of responsibilities and opportunities for participation.
Adaptability: Having flexibility in handing change, being able to juggle multiple demands, and adapting to new situations with new ideas and innovative approaches.
Customer Service Focused: Establishes and maintains relationships with guests by listening and gaining their trust and is dedicated to exceeding customers' expectations and requirements.
Self-Management: Ability to regulate and control their emotions, thoughts, and behaviours, and having the ability to set goals independently and the initiative to achieve them

QUALIFICATIONS:

Completion of secondary school diploma or equivalent

Previous Front Desk experience preferred
Minimum of 2 years customer service experience
Must be computer literate
Ability to speak French is an asset
Must possess strong organizational and time management skills
Must possess an outstanding level of customer service, be punctual, and wellorganized
Must have excellent attention to detail
Must be a team player and have excellent communication skills
Must possess the ability to communicate effectively within a diverse team environment
Ability to work effectively and collaboratively in a multicultural environment with coworkers, managers, and guests
Must take initiative

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand for long periods of time.

The employee frequently is required to use hands to type and use computers and must occasionally lift and/or move up to 10 pounds.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. Employee may experience periods of