Guest Service Agent

Holiday-Inn-Express-and-Suites; Kelowna; On-site; CAD 22,000 - 30,000; Full time

Benefits offered by this job

On-the-job training

Uniforms provided

IHG Discount

Job summary

Holiday Inn Express & Suites Kelowna is seeking a friendly Guest Service Agent to be the first point of contact for guests. You will greet guests, check them in/out, and help with reservations and local recommendations to ensure a memorable stay.

Ideal candidates have a high school diploma or equivalent, previous hotel guest service experience is a plus, and familiarity with Opera PMS is preferred. The role offers on-site work with flexible scheduling and opportunities for career growth.

Qualifications

• High school diploma or equivalent.
• Previous hotel guest service experience is advantageous.
• Opera PMS knowledge preferred.
• Open availability preferred.

Responsibilities

• Check guests in and out of the hotel.
• Answer guest questions and arrange transportation.
• Compute bills, collect payments, and provide change.
• Maintain vacancies and room assignments records.
• Provide local recommendations and assist with reservations.
• Present a positive and professional image at all times.

Skills

Customer service

Communication

Front desk

Education

High school diploma

Tools

Opera PMS

Job description

We are looking for people with excellent customer service and communication skills to fill the shoes of an excellent Guest Service Agent to be the first point of contact for our guests at our Holiday Inn Express & Suites Kelowna property. Guest Service is a crucial part of our overall operation and there is never a dull moment!

Why Is Holiday Inn Express & Suites Kelowna a Great Place to Work?

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 find that working with P.R. Hotels has a positive influence on your life outside of work. At the Holiday Inn Express & Suites Kelowna, 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

Whether you’re a student looking for a part-time job, or you’re creating a career in tourism, working with us will be an experience you’ll always remember. We love what we do, spending each day inspired by our spectacular surroundings and connecting with people from around the world. We’re always looking for friendly, energetic people who love to connect with others to contribute to our strong team culture and help deliver amazing experiences to our guests.

What You’ll Do

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. Responsibilities include welcoming guests to the establishment and determining their needs, registering guests, assigning rooms, accommodating special requests, assisting with recommendations and reservations for local amenities and attractions, and ensuring the guests have a pleasant stay and smooth checkout.

Job Duties:

• Responsible for checking guests in and out of the Hotel.
• Answers various questions from guests and arranges transportation for guests.
• Computes bills, collects payments, and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shifts.
• Maintain an inventory of vacancies, reservations and room assignments.
• Knows room locations, types of rooms available, and room rates.
• Must possess fluent knowledge of the city and geography, keeping abreast of arts & entertainment and local trends, and building relationships with local restaurants & tourist attractions.
• Ensure the front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on the specified form
• Complete welcome calls.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• 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.
• Take the initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay
• Maintains customers’ privacy and security at all times.
• Maintains a high level of professional appearance and demeanor.

What You Need:

• High school diploma or equivalent.
• Previous experience in a Guest Service role at a hotel property is a distinct advantage.
• Previous hotel-related experience, Opera PMS knowledge preferred.
• Open availability preferred.
• Ability to communicate with public, hotel staff, and management in a professional manner.
• Knowledge of surrounding areas and local events.
• Valid Class 5 British Columbia Driver's License is an asset.
• Ability to understand and adhere to proper credit, debit, check, and cash handling policies and procedures.

What We offer:

• On the job training and uniforms are provided.
• Competitive starting wages
• Accommodated scheduling practices to give team members the optimal work/life balance that suits your needs.
• Professional development training. You can take all the training you want/need, and we will satisfy your eagerness to learn and grow with us.
• IHG Employee Room Discounts are available when you travel to any one of our 6000 hotel destinations worldwide.
• IHG Enrollment Rewards points for Guest Services team members that can be redeemed on everyday wish list items like free hotel stays, the newest electronics, home appliances to gift cards to your favorite restaurant.
• Monthly employee appreciation celebrations to celebrate our most valuable assets, our people.
• A robust group benefits package for all part-time or full-time team members that include access to all employee assistance programs that support mental, financial, physical, and emotional well-being.