Front Desk Clerk- Delta Conference Centre, Guelph, ON

Delta Conference Centre, Guelph, ON; Guelph; On-site; CAD 30,000 - 40,000; Full time

Job summary

A leading hospitality management company is looking for a dedicated Front Desk Agent to provide memorable experiences for guests at Delta Conference Centre in Guelph. Your role will include welcoming guests, managing reservations, and ensuring a high standard of service through effective communication. This position offers a chance to thrive in a team-driven culture with benefits including same-day pay and unique employee perks.

Benefits

Team Driven and Values Based Culture

Same-day pay available

Employee Assistance Program

Reduced Room Rates throughout the portfolio

Third Party Perks (Movie Tickets, Attractions, Other)

Parental leave

Referral program

Qualifications

• Experience with hotel processes from chains like Marriott or Hilton preferred.
• Strong verbal and written communication skills.
• Must possess basic computer skills.

Responsibilities

• Greet and welcome guests, ensuring a smooth check-in process.
• Handle guest inquiries and resolve complaints professionally.
• Maintain records of guest transactions and adhere to policies.

Skills

Communication

Customer Service

Problem Solving

Time Management

Education

High School diploma / Secondary qualification

Job description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent for the Delta Conference Centre, Guelph, ON.

Reports To : Director Of Operations

Job Purpose :

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate andtimely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel informationand guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation , address , and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• 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. Cash checks and exchange currency for guests
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Be friendly, thorough, accurate and efficient in performing Check-ins
• Be friendly, thorough, accurate and efficient in performing Check-outs.
• Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
• Responsible for greeting every guest with a smile and positive attitude.
• Ensures that all guests are dealt with in a professional, consistent manner. Ability to diplomatically handle difficult situations and people.
• Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guests’ names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake-up calls, mail, and faxes properly
• Assist guests’ with laundry / dry cleaning needs
• Know of incoming VIPs
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by leadership.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Respond positively to new ideas
• Openly accept critical / developmental feedback
• Maintain effective communication through the use of meetings, log books and bulletins
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures and policies established by the company including, but notlimited to those contained in the associate handbook.
• Safety and Security Skills
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Have full understanding of Marriott Bonvoy program.
• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures :
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements :

High School diploma / Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following :

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 20 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment

Other :

• Being passionate about people and service .
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues / complaints / requests / information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Can work a flexible schedule including nights, weekends and / or holidays

Amazing Benefits At A Glance :

• Team Driven and Values Based Culture
• Same-day pay available
• Employee Assistance Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Parental leave
• Referral program

PI274960872

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