Front Office Agent

West Edmonton Mall; Edmonton; Hybrid; CAD 36,000 - 48,000; Full time

Job summary

West Edmonton Mall's Fantasyland Hotel is seeking a Front Office Agent to warmly welcome guests, handle check-in/check-out, verify reservations and process payments. You will guide guests, balance cash and assist with inquiries about hotel amenities, attractions and shops within the mall complex.

The ideal candidate has 1–2 years of customer service experience, excellent verbal and written communication, and a neat, professional appearance.

Qualifications

• 1–2 years customer service experience, hotel preferred.
• Excellent verbal and written communication and interpersonal skills.
• Neat, well-groomed and professional demeanor.
• Able to stand for long periods and assist with baggage when needed.
• Strong organizational and problem-solving skills under pressure.

Responsibilities

• Greet and welcome guests, check-in/out, verify reservations, and accept payments.
• Manage check-in line-ups while maintaining excellent service.
• Balance end-of-shift paperwork and perform cash drops with float balance.
• Assist guests with inquiries about rooms, hotel amenities, Attractions and Shops inside West Edmonton Mall.
• Handle guest concerns professionally to ensure satisfaction.
• Provide support to Guest Services, Reservations, and Switchboard as needed.
• Other duties as required.

Skills

Customer service

Verbal & written communication

Professional appearance

Stamina for long shifts

Guest interaction

Job description

Front Office Agents with Fantasyland Hotel deliver an exceptional experience to every guest at our hotel, and are responsible for welcoming guests, managing information, distributing keys and room assignments and answering general inquiries to ensure an excellent stay.

PRIMARY RESPONSIBILITIES:

• Greeting and welcoming guests upon arrival, check-in and check-out, verifying reservations, and accepting payment both at check in and check out.
• Ensuring line-ups do not get to long while still ensuring excellent customer service at check in.
• Balancing paperwork at the end of the shift and make necessary cash drops while always maintaining issued float balance.
• Helping guests with any inquiries regarding their room, hotel amenities, as well as Attractions and Shops within West Edmonton Mall.
• Ensuring guests concerns and/or complaints are handled in a professional, courteous manner and ensuring the guests remain satisfied.
• Assisting with Guest Services, Reservations, and Switchboard operations if necessary.
• Other responsibilities as required.

DESIRED QUALIFICATIONS:

• One (1) to two (2) years previous customer service experience, with preference given to those with previous hotel experience.
• Excellent verbal and written communication and interpersonal skills, as well as a courteous phone manner.
• Neat, well-groomed and professional with a positive, friendly attitude.
• Must be able to stand for long periods of time and be able to lift guest baggage in the absence of Guest Services.
• Excellent organizational, problem-solving skills, and be able to work under pressure.

TERMS OF EMPLOYMENT:

• This is a full-time position that requires flexible availability Monday through Sunday including days, evenings, weekends, holidays and night shifts.
• Must be able to pass a basic security clearance.