Guest Service Agent

Sandman Hotel Group; Edmonton; Hybrid; CAD 36,000 - 48,000; Full time

Benefits offered by this job

Team discounts

Career development

Employee assistance program

Complimentary hotel stays

RRSP matching

Job summary

Sandman Hotel Group is seeking a Guest Service Agent to be the face of our hotels. You will handle check-ins/outs, assist guests, and respond to inquiries while maintaining a welcoming environment. Strong communication, conflict resolution, and accounting awareness are a must, with Opera/Opera Cloud proficiency.

Both full-time and part-time roles are available. Join a team that values personal development and offers team discounts, generous training opportunities, and comprehensive benefits.

Qualifications

• Completion of a two-year apprenticeship in front desk operations or hotel management preferred.
• 1 year of experience as a Hotel Front Desk Clerk preferred.
• Experience in customer service and people management.
• Strong accounting knowledge and principles.
• Ability to analyze client needs and offer solutions.
• Excellent conflict resolution and negotiation skills.
• Able to communicate clearly in writing and speaking.
• Proficiency with Opera/Opera Cloud.

Responsibilities

• Welcome guests and provide a friendly environment.
• Check guests in and out and assist with luggage.
• Respond to inquiries via phone, email, and in person.
• Manage reservations and billing processes.
• Maintain front desk area and report security issues.

Skills

Customer relations

Time-management

Adaptability

Guest expectations

Education

Two-year hospitality apprenticeship

Tools

Opera/Opera Cloud

Job description

First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You'll wear many hats-from meeter and greeter to problem-defeater. At Sandman Hotel Group, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team.

JOB REQUIREMENTS

• Completion of a two-year apprenticeship program in front desk operations or hotel management preferred
• 1 year of experience as a Hotel Front Desk Clerk Preferred
• Experience in all aspects of customer service and people management
• Strong working knowledge of accounting practices and principles
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively communicate both verbally and in writing
• High level of proficiency Opera/Opera Cloud
• FT and PT available

DUTIES

• To provide a warm, welcoming and friendly environment
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls
• Clean and tidy front desk area
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions
• Provide information to staff and/or clients about special activities
• Observe and report any security issues to the Manager

APPLICABLE SKILLS

• Excellent customer relations.
• Must have time-management skills.
• Adaptable to change and be able to handle multiple priorities under pressure.
• Eager and focused to exceed guest expectations.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• Discounts at Grouse Mountain & Revelstoke Mountain Resort
• Career Development, Training & Internal Promotion Opportunities
• Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
• Employee Referral Bonus Program
• RRSP Matching Program
• Extended Health, Dental, Vision & Life Insurance
• Complimentary Hotel Stays
• Tuition Credit Program
• Supportive, Inclusive Workplace Culture

SUMMATION

Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Sandman Hotel Grouptakes seriously its obligations under the Human Rights Code.