Job Description

LEASE NOTE: At this time we are not accepting applications from candidates outside of Canada. Candidates must be legally entitled to work in Canada and have their own accomodations in Inuvik.

The Nova Inn in Inuvik Northwest Territories has an opening for a Guest Service Agent. Housing/Housing allowance is provided.

We currently have a full time position for Guest Service Agent vacant. The candidate is responsible for ensuring the highest standards of hospitality are demonstrated at all times when welcoming guests into the hotel.
Responsibilities and Essential Duties:

• Follows all established and future front office Standard Operating Procedures.
• Provides value added service to customers to meet or exceed customer expectations:
• Communicates effectively with customers, co-workers, and supervisors.
• Demonstrates teamwork by cooperating and assisting at the front desk as needed.
• Handles difficult guest inquiries and concerns effectively, demonstrating problem resolution, and effective recovery.
• Maximizes guest service by exhibiting strong knowledge of the hotel's facilities and services.
• Effectively makes and alters reservations within the hotel PMS system.
• Promptly checks in or checks out guests, with attention to detail and accuracy.
• Reports, turns in, and/or logs all lost and found items according to established procedures.
• Utilizes up-selling techniques to maximize profitability.
• Provides courteous service to customers by adhering to Ramada standards:
• Follows Telephone Courtesy Key Deliverables and communicates clearly and courteously.
• Demonstrates proficiency in the use of switchboard equipment and the property management system.
• Qualifies and transfers incoming calls promptly to the appropriate extension
• Responds to customer questions regarding hotel, in-house facilities, and local events.
• Provides courteous, prompt, and accurate inter-hotel communications to staff and customers:
• Takes accurate and complete messages.
• Ensures customer needs are met and followed up on in a timely fashion.
• Communicates with authorized personnel by using paging system and radio.
• Follows established hotel security and safety policies as required.
• Key member of crisis and emergency team.
• Identifies and forwards incoming faxes, customer mail, packages, and messages promptly.
• Maintains regular attendance as required by scheduling which will vary according to the needs of the hotel.
• Ensures organization and cleanliness of the front desk area.
• Prints and distributes reports and vouchers as needed.
• Reports all concerns related to Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader or within the Webworks system.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Adheres to all Nova Hotels standards, including Hygiene and Grooming, Health and Safety, Fire Safety, Green Initiatives and Guest Interactions.
• Provides exceptional guest service at all times.
• Ensures customer concerns are addressed in a timely and professional manner