guest service agent

Hospitality Newfoundland and Labrador; San Juan de Terranova; On-site; CAD 30,000 - 60,000; Full time

Job summary

A hospitality provider in Canada is seeking a Guest Services Agent to enhance guest satisfaction. The role involves welcoming guests, managing reservations, and providing exceptional service. Candidates should have at least one year of guest service experience and possess strong communication skills. This position requires working various shifts, including nights and weekends. The compensation is competitive, ranging from $17.72 to $19.22 per hour, along with benefits such as company events and an employee assistance program.

Benefits

Employee assistance program

On-site parking

Company events

Qualifications

• Previous hospitality experience is an asset.
• Ability to communicate verbally and written in English is essential.

Responsibilities

• Welcome guests upon arrival and verify reservations.
• Monitor room inventory and assist with upselling.
• Respond to guest inquiries regarding rates and services.
• Complete shift closing accurately.

Skills

Excellent guest service

Excellent communication skills

Strong computer skills

Highly organized

Works well under pressure

Energetic and self-motivated

Strong teamwork skills

Education

1 year previous guest service experience

Diploma in hospitality

Tools

Microsoft Word

Microsoft Excel

Job description

Full Job Description

Under the direction of the Guest Services Operations Manager, and amongst a great team, the Guest Services Agent will be the Ambassador of guest satisfaction involving being actively engaged in anticipating and delivering lively guest experiences. To be successful in this role, an individual must be willing to continually grow and find efficiencies in how they work and how to problem solve. The needs of our guests is always changing and we need to change with it. The Guest Services Agent is responsible for ensuring that exceptional service is provided from check in to check out, by problem solving concerns, ensuring effective communication and follow up as required with various guests and departments. They are passionate about serving others and working as a team with associates from all departments.

Duties & Responsibilities

• Welcome guests upon arrival, obtain valid methods of payment and identification, verify all information on the reservation, ensure all guests establish credit and provide the guest with information on hotel amenities.
• Provide courteous and efficient telephone services including accurate message taking, delivering and tracking messages, guest mail, packages and other items as required.
• Monitor room inventory on a daily basis.
• Support upsell, actively selling any special promotions and supporting perfect fill strategies while maintaining integrity to contribute to overall profitability.
• Answer guest inquiries regarding rates, special packages, and general information accurately and in a timely manner.
• Create guest reservations via telephone, central/global reservations, and in person.
• Present statement of charges to departing guests and receive payment.
• Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifying accuracy of registration information.
• Identify and record special billing instructions and notify Finance.
• Improve timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Support in ensuring brand rewards programs are promoted, encouraging memberships and following through on delivery of benefits.
• Utilize technical resources such as email, property management system and point of sales system.
• Review emails and log books to stay current with updates regarding the hotel and guest service.
• Complete shift closing accurately such as daily cash summaries by getting appropriate approval signatures and authorization codes.
• Report any found property following the lost and found procedures and guidelines.
• Be aware of the action to be taken in the event of an emergency such as fire in accordance with procedures.
• Respond to and anticipate guest needs such as responding to special requests; follow through on guest requests promptly, efficiently and courteously.
• Treat each individual with respect and foster a cooperative, productive, positive and respectful work environment.
• Work and communicate in a professional and ethical manner.
• Assist coworkers where necessary.
• Provide information to guests about local attractions, services, hotel services and other amenities.
• Assist with team member orientation and training as required.
• Maintain standards of punctuality, uniform presentation and personal hygiene.
• Attend meetings as required and recognize the importance of contributing new ideas and initiative to the overall success of the operation.
• Provide a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating SilverBirch Values (Engagement, Quality, Performance, Integrity, and Growth) and Brand Values.
• May be required to provide additional coverage and back‑up for night audit shifts (typically 11 p.m. to 7 a.m.) when required due to vacation, illness or when additional work needs to be completed.
• Other related duties and projects as assigned.

Skills, Knowledge And Abilities Required

• Excellent guest service.
• Excellent communication skills both verbal and written.
• Strong computer and telephone correspondence abilities with previous experience using Microsoft Word and Excel.
• Highly organized, able to multi‑task and detail oriented.
• Works well under pressure and without supervision.
• Able to perform well in a fast‑paced environment.
• Energetic, honest, self‑motivated and flexible.
• Excellent communication and interpersonal skills.
• Reliable, punctual and dependable.
• Strong teamwork skills.
• Able to sell the services of the hotel.

Preferred Education & Qualifications

• 1 year previous guest service experience is required.
• Previous hospitality experience is an asset.
• Previous professional experience requiring the use of a computer is an asset.
• Diploma in hospitality is an asset.
• WHMIS is an asset, however training can be provided by the hotel.
• Ability to communicate verbally and written in English.

Working Conditions

• Primarily in an office environment.
• Sometimes exposed to frequently open doors to the outside.
• Fast paced environment that is often demanding.
• Stand, walk and remain on feet to perform job duties for entire shift duration.
• Reach overhead and below the knees, including bending, twisting, pulling and stooping.
• Use of cleaning chemicals.
• Available for working a variety of shifts which includes weekends, statutory holidays and evenings.

Job Types

Full-time, Part-time, Casual, Seasonal

Pay

$17.72–$19.22 per hour

Benefits

• Company events.
• Employee assistance program.
• On‑site parking.

Application Question(s)

• What is your availability for working? The shifts are typically between the hours of 7 a.m. and 11 p.m. The two main shifts are 7 a.m. to 3:30 p.m. and 3 p.m. to 11 p.m.
• Are you able to work in an environment where standing for the majority of the shift is normal, and multi‑tasking and working independently are required?
• Are you available to work overnight shifts (11 p.m.–7 a.m.) on a rotational/shared basis?
• Are you available to work weekends on a regular basis?

Work Location

In person