Front Desk Agent (Days & Nights)

Montreal, QC

Start date As soon as possible

Job type

Full-time Category Hospitality
Description

OVERVIEW OF THE POSITION

The front desk agent is responsible for providing outstanding service to our guests, executing check-ins and checkouts, and providing information about the hotel and the city. The front desk agent is asked to listen and solve problems, while maintaining a high level of professionalism with our guests.

CORE RESPONSIBILITIES

  • Provide exceptional customer service to our guests by providing a warm welcome, anticipating their needs and thanking them genuinely;

  • Execute check-in and checkout procedures, reservations, modifications and cancellations in a courteous and professional manner;

  • Secure the method of payment; verify and adjust billing if needed;

  • Count the cash register at the beginning and end of the shift and secure it at all times;

  • Complete designated cashier and closing reports in the computer system;

  • Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change upon request;

  • Activate and file room keys;

  • Run and review daily reports/logs;

  • Process all guest requests and relay messages;

  • Provide information to guests about room and hotel features, equipment and amenities, services and hours of operation;

  • Offer precise and accurate information and suggestions regarding the city and its attractions;

  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved;

  • Communicate in clear, professional and courteous language;

  • Answer the phone using the appropriate etiquette;

  • Develop and maintain positive working relationships with others; support team to achieve common goals;

  • Inform management of any theft reported by a guest;

  • 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.


Requirements

EDUCATION AND EXPERIENCE

  • Vocational training or college degree in hotel, tourism or related field;

  • Experience in a customer service position for at least one (1) year;

  • Experience as a hotel receptionist, an asset;

  • Knowledge of Opera software, an asset.

COMPETENCIES, ABILITIES AND SKILLS

  • Communicate effectively in writing and verbally, in English and French;

  • Maintain a high level of professionalism at all times;

  • Strong sense of organization and attention to detail;

  • Excellent interpersonal skills and strong customer service skills;

  • Display a positive approach as well as capability to empathetically listen to guests needs and requests;

  • Able to make decisions and solve problems on your own;

  • Flexibility regarding schedules: weekends, mornings, evenings, holidays and nights; Night shifts to replace the night auditor on a bi-monthly/tri-monthly basis. Additional training is provided for this purpose;

  • Able to work standing most of the time;

  • Move, lift, carry, push, pull and place objects weighing less than 15 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.



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Front Desk Agent (Days & Nights) at Hôtel Holiday Inn & Suites Montréal Centre-Ville Ouest

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