Guest Service Agent

Northland Properties; Richmond; On-site; CAD 35,000 - 48,000; Full time

Benefits offered by this job

Rewards program

Hotel discounts

Dining discounts

Mountain discounts

Career development

Assistance program

Referral bonus

RRSP matching

Insurance

Free stays

Tuition credit

Inclusive culture

Job summary

Northland Properties in the Richmond/Metro Vancouver area is seeking a Hotel Front Desk Clerk to create a warm, welcoming environment, check guests in and out, assist with luggage, and respond to inquiries.

The ideal candidate will have an apprenticeship or 1 year of front desk experience, solid customer service and accounting knowledge, strong communication, conflict resolution, and Opera/Opera Cloud proficiency.

Qualifications

• Two-year apprenticeship 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 client needs and offer appropriate options, solutions, and resolutions.
• Excellent conflict resolution, negotiation, and objection handling skills.
• Able to communicate effectively verbally and in writing.
• High level of proficiency Opera/Opera Cloud.

Responsibilities

• Provide a warm, welcoming and friendly environment for guests.
• Check guests in and out of the hotel.
• Assist with luggage.
• Issue room keys, pamphlets, discount cards, etc.
• Answer inquiries from guests and arrange transportation.
• Respond to telephone, e-mail, and in-person inquiries from clients and partners.
• Book telephone reservations.
• Compute bills, collect payments and give change.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards.
• Print reports every two hours: in-house, arrival, departure, and room status.
• Check unresolved departures.
• Ensure front desk is stocked with guest items before housekeeping leaves.
• Record wake-up calls and complete welcome calls.
• Keep front desk neat and presentable.
• Refer inquiries to appropriate staff or departments.
• Present a positive, professional image to visitors and partners.
• Provide information about special activities to staff or clients.
• Observe and report security issues to the Manager.

Skills

Excellent customer relations

Time-management

Adaptable to change

Guest expectation drive

Education

Two-year apprenticeship in front desk/hotel management

Tools

Opera/Opera Cloud

Job description

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

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