Front Desk Agent

Responsibilities and essential job functions include but are not limited to the following:

Consistently offer professional, friendly and engaging service

Assist guests regarding hotel facilities in an informative and helpful way

Greet guests upon arrival with a warm and sincere welcome and register guests into the computer, verifying complete reservation details and credit information, while meeting all required LQA/Forbes standards.

Maintaining proper record keeping for guest accounts and settle the accounts upon departure while ensuring all service standards are followed

Conduct self-audits on luxury standards, and participate in the review of audits conducted by the team.

Take initiative to add a personalized experience

Select and block rooms for arriving guests, book same day reservations, pre-register guests as required, and sometimes escort guests to their rooms.

Issue keys and post miscellaneous charges as requested.

Accept payment for guests’ accounts both at the time of registration and at checkout.

Maintain a house bank and make a deposit and accurate report of receipts daily.

Follow accurately all cash handling procedures

Ensure all guest folios are accurately billed prior to departure.

Respond to guest text messaging platform

Handle guest concerns over phone or in person, and offer resolution promptly.

Manage guest correspondence via email prior to arrival, during their stay, and after departure.

Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling

Communicate with housekeeping, maintenance, and guest services to fulfill guest requests

Promote the loyalty program and enroll members upon arrival.

Follow daily checklist for all front office tasks

Answer guest inquiries about hotel services, facilities and hours of operation.

Maintain knowledge of current hotel events, activities and promotions.

Work closely with the concierge team to offer information to guests about dining and activities in the area.

Handle mail, packages, and facsimiles in the absence of the concierge.

Create reservations for guests who are at the desk or who call in after hours

Work closely with the guest services agents to coordinate the smooth and efficient handling of guest luggage at both check-in and check-out.

Assist the bell desk in storing any luggage when needed.

Work closely with valet team to expedite the service.

Assist co-workers with payments or petty cash as required.

Follow department policies, procedures and service standards

Follow all safety policies

Maintain regular and predictable attendance

Due to the fluctuation in business levels in the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance is required at all scheduled training sessions and meetings.

Other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Minimum of 1 year experience in hospitality required

Previous luxury hospitality experience an asset

Previous Opera Cloud experience an asset

High school diploma or equivalent required

Hospitality Diploma is an asset

Proficient in the English language (verbal & written), second language is an asset

Must be able to handle a multitude of tasks in an intense, ever-changing environment

Ability to focus attention on guest needs, remaining calm and courteous at all times

Computer literate in Microsoft Office required

Ability to work with various software

Must possess a professional presentation

Strong interpersonal and problem-solving abilities

Highly responsible & reliable

Ability to work well under pressure in a fast-paced environment

Ability to work cohesively with fellow colleagues as part of a team and also with minimal supervision

Must be available to work overnight shifts and be available to cover variety of shifts, including mornings, evenings, weekends, overtime shifts, and holidays.

Must have the ability to handle cash effectively and accurately

What is in it for you:

Rate of pay: $28.00 per hour

Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.

We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.

Opportunity to develop your talent and grow within your property and across the world!

Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

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