The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.
Responsibilities:
- Manage the daily operations of the Front Desk, ensuring consistency and excellence in all operations
- Provide hands on supervision to Guest Service Agents and Supervisors as they carry out their daily tasks
- Implement clear guidelines on Front Office procedures and policies and ensure these policies are followed consistently
- Resolve guest issues and complaints as they arise, communicating areas of concern to the General Manager and related department heads
- Cover desk shifts and staff breaks as required, particularly during high volume times
- Maintain open communication with other department heads, principally Housekeeping Managers and Supervisors
- Ensure the hotel achieves maximum occupancy, while maximizing revenue through upsell programs and recommendations
- With assistance of the Assistant Guest Services Manager, complete tasks such as issuing bi-weekly schedule, ensuring the desk is adequately staffed according to expected business levels, and completing payroll processes in an accurate and timely manner
- Ensure that special reservations such as group and package guests are properly set up and prepared for in advance of guest arrival
- Build and develop a strong Front Desk team through ongoing training and performance management
- Train new staff members in hotel Property management System, payment processing, and hotel procedures and policies
- Address performance issues promptly and consistently to ensure mistakes a learned from and minimized while standards are met
- Implement and review procedures for emergency situations (fire, floods, etc.) in order to ensure the safety of staff and hotel guests
- Carry out administrative duties as required to maintain smooth operation of Front Office department
- Maintain all guest accounts, ensuring that billing information is accurate at time of check out
- Thoroughly understand and adhere to proper credit card policies and procedures
- Familiar with all room types, locations, and room rates available to guests as well as all hotel services
- Understand how to use all front office equipment
- Work closely with the Maintenance department in communicating guest room deficiencies as indicated by hotel guests
- Assist guests with concierge duties such as making dining reservations, recommending attractions and local restaurants, booking transportation to and from the airport, etc.
- Maintain the highest level of customer service and display professionalism at all times
- Display appropriate two-way radio etiquette at all times
- Ability to maintain confidentiality of hotel guests and pertinent hotel information
- Must have comprehensive understanding of hotel emergency procedures
- Other tasks as assigned.
Qualifications:
- Professional attitude and the ability to follow instruction required
- Ability to work under pressure and under tight deadlines
- Experience leading, directing, and developing a team of employees
- At least two (2) years’ experience working in a front office position
- Two (2) years’ experience working in a hotel front office supervisory position preferred
- Excellent interpersonal and communication skills, both written and verbal. Must speak, understand, and write fluently in English. Bilingualism is an asset
- Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook)
- Knowledge of Hotel PMS an asset
- Tourism Management degree from an accredited facility preferred
Job Type: Full-time, Permanent
Benefits:
- Dental care
- Extended health care
- On-site parking
- RRSP match
- Wellness Program
- Employee and Family Assistance Program
Schedule:
- 8-hour shift
- Some Holiday and weekend availability
APPLY TODAY: To apply for this position, please send along your résumé to the attention of Cariane Parisien, Human Resources Administrator at LNHHR@lordnelsonhotel.com with the position title noted in the subject line.