Front Desk Agent - Saskatoon, Canada - Saskatoon Inn & Conference Centre

Saskatoon Inn & Conference Centre

Verified Company

Saskatoon, Canada

5 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reports to:
Front Office Manager

Department:
Front Desk

Principle Purpose of Job:
The Guest Service Associate represents, to the customer, the first impression of Saskatoon Inn & Conference Centre.

As such, is responsible for ensuring 5 Star Customer Service Standards, while providing extensive knowledge of products and services offered.

Organizational Structure:

The Guest Service Associate is responsible for working with the entire hotel to ensure customer satisfaction and a smooth operation of the Front Desk.

Key Job Responsibilities:

Customer Service

Meet and greet all customers and guests in a friendly and professional manner at all times
Strive to exceed customer expectations by providing exceptional customer service
Provide extensive knowledge of both Saskatoon and surrounding areas attractions to all customers and guests
Provide extensive knowledge of all products and services offered. An awareness of events within hotel and direct guests appropriately (i.e. shuttle service, restaurant hours)
Keep well informed of hotel events through log book, function sheets, and memos on a daily basis
Protect privacy of guests, ensuring names and room numbers are secure
Secure customer and guest's valuables, utilizing safety deposit boxes
Welcome feedback from all customers. Address any and all guest requirements and requests; providing clear and precise direction to guests. Report customer concerns or complaints to supervisor or Manager on Duty immediately, if resolution is not attained
Offer to assist with luggage upon arrival and departure

Operations - Manage hotel at 100% occupancy - Register guests upon their arrival (check-in) and completion of customer experience (check-outs).

Handle all hotel bookings through established reservation system, following proper procedures and ensuring accurate internal communication related to booking
Full knowledge of rates and any changes that may occur to policy.
Knowledge of all procedures and policies (i.e. cancellations)
Operate hotel's switchboard and message center including knowledge of voice mail (answer all incoming calls, provide necessary information and/or direct calls appropriately)
Check with night auditor to ensure special requests are handled
Print copies of arrival and departure reports for current day
Stock and organize stationary at front desk
Check in hotel guests, hand out keys, passes, cards, etc.
Check out hotel guests, issue receipts and handle customer billing
Have extensive knowledge of safety procedures, including fire and pool emergency procedures
Operate fire annunciator panel, as required
Coordinate deliveries for bellman, including ordering flowers for packages
Ensure proper procedures are followed when using the fax and photocopier machines
Do accurate cash outs at the end of each shift, while following proper cash out procedures
Operate credit card machines
Filing history documents, following proper procedures
Encouraging up selling
Gift certificate sales
Stuff envelopes, keep lobby and back office clean, uncluttered and organized

General

Communicate any maintenance required to the maintenance department
Convey information to the next shift and supervisor
Demonstrate a commitment to maintaining high standards
Maintain constant communication levels with immediate supervisor
Any other job duties assigned by the Front Office Manager or supervisor
Hours of Work: Shift work is required

Qualifications: