Guest Service Agent
OVERVIEW OF THE POSITION
The Bellperson/Guest Service Agent offers a warm welcome and a fond farewell to guests, assisting them with their luggage, offering professional guest service by answering their questions and offering advice concerning activities to do and directions. The Bellperson/Guest Service Agent plays a very important role as the first contact with the guest. Therefore, we are looking for enthusiastic candidates, with strong customer service skills and a positive attitude.
Offer guests a warm welcome upon arrival at the hotel;
Open doors and assist guests with the loading and unloading of luggage;
Place luggage in consigned area in accordance with security standards;
Escort guests to their room and explain the functionality of the room (i.e. use of key, ice machine, laundry service, safe available in the room, etc.);
Communicate parking procedures, assist and guide guests in the parking lot;
Inform guests of the services, operational hours and equipment provided by the hotel;
Answer questions about events of interest and local attractions;
Inform the guests of transportation methods and direct them to their destination;
Provide personalized service to guests: make reservations, make inquiries at local facilities, etc. ;
Assist reception in day-to-day operations;
Maintain the hotel entrance and lobby clean and orderly (i.e. placing pillows, polishing doors, removing stains from windows or furniture, discarding any waste left by guests, etc.);
Develop and maintain positive working relationships with others; support team to achieve common goals;
Follow all company policies and procedures;
Maintain confidentiality of private and confidential information;
Protect company assets;
Report accidents, injuries, and unsafe work conditions to the manager on duty;
Print contingency lists to have a record of all guests in case of emergency;
Reflect a clean and professional appearance; wear uniform per company standards;
Maintain a high level of professionalism with guests and colleagues at all times;
Perform other related duties when requested.
EDUCATION AND EXPERIENCE
Experience in a customer service position for at least one (1) year;
Completion of high school education;
Vocational or college training in hotel, tourism or related field an asset.
COMPETENCIES, ABILITIES AND SKILLS
Communicate effectively in writing and verbally, in English and French;
Flexibility regarding schedules: weekends, mornings, evenings, and statutory holidays;
Maintain a high level of professionalism at all times;
Strong sense of organization and attention to detail;
Able to make decisions and solve problems on your own;
Excellent interpersonal skills and strong customer service skills;
Display a positive approach as well as capability to empathetically listen to guests needs and requests;
In-depth knowledge of local events and attractions;
Capable of providing clear and detailed road directions;
Able to work standing most of the time;
Move, lift, carry, push, pull and place objects weighing up to 50 pounds without assistance.
* Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.