Front Desk Agent - Concord, Canada - Monte Carlo Inn Vaughan Suites

Monte Carlo Inn Vaughan Suites

Verified Company

Concord, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job description

Job description

Performs all required front desk duties, including but is not limited to the following:

Follows communications scripts and efficiently and accurately deals with all guests to provide exceptional service and promote good will in a courteous, friendly and helpful manner.
Uses proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner. Gives priority to telephone reservations over other services while balancing guests' needs.
Acts as a host to our guests by searching out opportunities to go above and beyond, to wow the guest; drives customer loyalty by building emotional, individualized connections with customers; anticipates guests' needs. Maintains constant awareness of hotel promotions and specials. Has a strong familiarity with the hotel and its restaurant and meal plans and is aware of the amenities in the local area.
Acknowledges all persons who enter the lobby area, makes eye contact and greets guests first.
Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity. This includes delivering requested room amenities to guest rooms, as requested.
Is familiar with the hotel software/Ernex/key card machine.
Knows and applies the Monte Carlo Front Desk Procedures Manual.
Understands the seasonal rates and room classifications, applies appropriate rate pursuant to procedure. Sells rooms to walkin guests, registers guests using the ARRIVALS and DEPARTURES procedure and assigns rooms, accommodating special requests, whenever possible.
Provides reservation and rate information, as required.
Knows and enforces cancellation policies and procedures and maintains inventory of room assignments, reservations and vacancies.
Knows, understands and promotes the Monte Carlo Inns Diamond Rewards Loyalty program to all guests checking in and out.
Reviews incoming groups for any special requests, billing patterns and arranges for group arrivals.
Checks for special requests and meal vouchers, if required.
Accurately processes all cash and credit card transactions in accordance with

established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank deposit.

Issues, controls and releases guest safedeposit boxes.
Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early checkins, special requests and day rooms, etc.
Conducts regularly scheduled security walks around the interior and exterior of the hotel and coordinates guest room maintenance work with the maintenance department.
Knows and applies the Health and Safety Manual and follows fire, health and
Knows and applies the Employee Handbook.
Knows and applies critical thinking and conflict resolution procedures to solve problems.
Helps motivate and foster a team atmosphere within the Front Desk Department and hotel as a whole.
Demonstrates strong organizational skills.
Attends regularly on time, as scheduled. Follows proper procedures if late or absent, reinforces the Dress Code and presents for work wellgroomed, with white shirt, Monte Carlo grey vest, Monte Carlo pin, name tag, black shoes and black pants.
Maintains neatly organized Front Desk, fully stocked with supplies and ensures

Front Desk Logbook is updated on a daily basis.