<p>About Hilton Garden Inn Montréal Centre-Ville</p>
<p>The Hilton Garden Inn Montréal Centre-Ville is conveniently located near McGill University and just minutes away from the world-famous Underground City. Visit the Place des Arts theatre or go shopping along the lively Sainte-Catherine Street. Stay in a modern guest room at our Montréal hotel and enjoy upscale amenities and services in an elegant setting.</p>
<p>The Front Desk Agent is responsible for providing exceptional service to our guests by efficiently handling check-ins and check-outs while providing accurate information about the hotel and the city. The Front Desk Agent must also demonstrate active listening skills to understand and resolve guest concerns or issues, maintain a high level of professionalism at all times, and perform any other related duties required for the smooth operation of the front desk.</p>
<h3>KEY RESPONSIBILITIES</h3>
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<p>Provide excellent guest service by warmly welcoming guests, anticipating their needs, and expressing genuine appreciation for their stay;</p>
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<p>Efficiently and warmly handle guest check-ins and check-outs, reservations, modifications, and cancellations;</p>
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<p>Secure payment methods and verify and adjust guest billing as required;</p>
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<p>Count the cash drawer at the beginning and end of each shift and ensure it remains secure at all times;</p>
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<p>Complete cash reports and closing reports in the computer system;</p>
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<p>Process all types of payments, adjustment vouchers, deposits, correction vouchers, and miscellaneous charges; provide change to guests upon request;</p>
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<p>Activate and organize room keys;</p>
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<p>Prepare and review daily reports and logs;</p>
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<p>Handle all guest requests and relay messages as required;</p>
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<p>Explain and provide information to guests regarding in-room features and amenities, hotel facilities and services, and operating hours;</p>
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<p>Provide information about the city and recommend activities and local attractions;</p>
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<p>Ensure that all outstanding requests or issues from the previous shift are prioritized and resolved;</p>
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<p>Communicate clearly, professionally, and courteously;</p>
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<p>Answer telephone calls using proper telephone etiquette;</p>
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<p>Develop and maintain positive working relationships with colleagues and support the team in achieving common goals;</p>
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<p>Inform management of any theft reported by a guest;</p>
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<p>Follow all company policies and procedures;</p>
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<p>Maintain the confidentiality of private and sensitive information;</p>
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<p>Protect company assets;</p>
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<p>Report accidents, injuries, and unsafe working conditions to the manager on duty;</p>
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<p>Print contingency lists to maintain a record of all guests in the event of an emergency;</p>
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<p>Maintain a clean and professional appearance and wear the uniform in accordance with company standards;</p>
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<p>Perform any other related duties as assigned.</p>
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<h3>REQUIREMENTS</h3>
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<p>Excellent verbal communication skills in both French and English to effectively communicate with an international clientele on a regular basis;</p>
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<p>Vocational or college-level education in hospitality, tourism, or a related field is an asset;</p>
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<p>At least one (1) year of experience in a customer service position;</p>
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<p>Previous experience as a hotel front desk agent is an asset;</p>
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<p>Knowledge of the PEP front desk management system is an asset;</p>
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<p>Strong organizational skills and attention to detail;</p>
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<p>Excellent interpersonal skills and a strong commitment to customer service;</p>
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<p>A positive attitude and the ability to listen empathetically to guests' needs and complaints;</p>
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<p>Ability to make independent decisions and resolve problems;</p>
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<p>Schedule flexibility, including weekends, mornings, evenings, holidays, and overnight shifts. Overnight shifts may be required to cover for the Night Auditor. Additional training will be provided for this purpose;</p>
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<p>Ability to stand for most of the shift;</p>
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<p>Ability to move, lift, carry, push, pull, and position objects weighing less than 15 pounds without assistance.</p>
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</ul>
<h3>BENEFITS</h3>
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<p>Group insurance benefits*;</p>
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<p>Group retirement savings plan*;</p>
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<p>Access to Hilton Team Member benefits, including room rates starting at US$35 per night at hotels worldwide, for you, your family, and friends;</p>
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<p>50% discount on food at our restaurant and participating Hilton restaurants;</p>
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<p>Uniforms provided after the probationary period;</p>
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<p>Opportunities for rapid career growth within our group of five hotels representing some of the world's leading hotel brands (Hilton, IHG, and Marriott);</p>
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<p>Unionized work environment;</p>
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<p>Hourly wage established under the collective agreement: <strong>$25.95</strong>;</p>
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<p>Additional benefits, including a paid birthday day off, personal days, and vacation time.</p>
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<p><em>Certain benefits are subject to eligibility requirements.</em></p>
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