Guest Services Agent (Casual)

Coast-Tsawwassen-Inn; Delta; On-site; CAD 32,000 - 42,000; Full time

Job summary

Coast-Tsawwassen-Inn is seeking a Guest Service Agent to operate the switchboard, welcome guests, and provide exceptional service to arriving and in-house guests. This role requires professional demeanor, strong communication, and the ability to manage multiple tasks in a busy hotel environment.

The position involves front desk duties, data entry, handling guest concerns, and supporting departmental coordination.

Qualifications

• Advanced communication (oral and written), interpersonal, and customer service skills
• Technical aptitude
• Able to work flexible hours (evenings/weekends/holidays)
• Knowledge of reservation operating systems is an asset
• Beginner level in the use of Google Workspace
• Professional appearance and attitude
• Able to multi-task and demonstrates initiative
• Industry-specific certification such as Front Desk Agent (i.e. emerit) is an asset
• Bondable, must be eligible to work in Canada
• Demonstrates the Coast Core Values at all times
• Understands/speaks a second language is an asset

Responsibilities

• Provides customer service and handles front desk duties such as check-in/check-out and guest concerns
• Greets guests and acts as an ambassador for Coast
• Handles cash, credit and debit transactions according to hotel policies
• Inputs data accurately into the guest database
• Reports discrepancies in rates and payments to management
• Liaises with departments to ensure smooth services
• Assists with arrivals/departures for groups and tours and luggage storage
• Other duties as required

Job description

Role Summary

Reporting to the Front Office Manager, the Guest Service Agent is responsible for operating the switchboard and bell services, greeting and welcoming all guests, and providing superior service for all arriving and in-house guests.

Key Accountabilities

1. Provides customer service and handles administrative duties, such as the check-in and check-out of guests, handling guest concerns, assisting with arrivals and
   departures of groups and tours, luggage storage and assist with reservations.
2. Acts as an ambassador for Coast, including greeting guests and handling basic inquiries.
3. Demonstrates a customer service attitude with internal / external contacts.
4. Handles cash, credit and debit card transactions in accordance with Hotel Policies.
5. Inputs data accurately into the appropriate database.
6. Reports discrepancies in room rates, payment information and credit arrangements to appropriate manager for follow up.
7. Verifies accuracy of daily inputs, including payment transactions, and submits daily shift audit for review by the night audit.
8. Liaise with all departments on a regular basis to ensure efficient and smooth services are provided.
9. Other duties as required.

Education and Experience

• Grade 12 graduation
• Minimum 1 year guest service experience preferably at the Front Desk in a busy hotel environment
• Diploma in Hospitality preferred or Hospitality industry courses in Hotel Management
• 1 year related work experience, Hospitality Diploma and/or equivalent combination of education and experience an asset

Skills and Abilities

• Advanced communication (oral and written), interpersonal, and customer service skills
• Technical aptitude.
• Able to work flexible hours (evenings/weekends/holidays)
• Knowledge of reservation operating systems is an asset.
• Beginner level in the use of Google Workspace.
• Professional appearance and attitude.
• Able to multi-task and demonstrates initiative.
• Industry-specific certification such as Front Desk Agent (i.e. emerit) is an asset.
• Bondable, must be eligible to work in Canada.
• Demonstrates the Coast Core Values at all times.
• Understands/speaks a second language is an asset.