Job Description

MUST RESIDE IN NORTH BAY AND BE AVAILABLE FOR ALL SHIFTS

7AM-3PM/3PM-11PM/11PM-7AM

Overview

We are seeking a Guest Service Agent to join our team and provide exceptional customer service to our guests. If you have a passion for hospitality and enjoy interacting with people, this role is perfect for you.

Guest Service Representative Duties

To demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making as outlined in the Staff Training Programs.

To check in/check out guests in a friendly and professional manner ensuring accuracy of all information/billing and achieving standards laid down in hotel and brand Standards & Procedures.

To carry out all Guest Services and cashiering duties achieving accuracy and logical work sequence in accordance with standards laid down in hotel and brand Standards & Procedures.

To promptly answer the switchboard in a friendly, caring and courteous manner ensuring messages are recorded and promptly passed on or voicemail explained/utilized in line with property and company policy.

To be skilled in the taking of reservations and understand and apply yield management principles and selling techniques in order to maximize on Revenue Per Available Room and contribute to achieving or exceeding the department budget.

To be competent in the use of the computer in line with laid down procedures.

To liaise with Housekeeping and Maintenance regarding the availability of rooms in order to contribute to the smooth running of the property and the satisfaction of our guests.

To ensure the gift shop is stocked and well presented with correct processing of all monies received in line with company policy.

To send faxes, make photocopies, etc. as required by the guest ensuring correct charging for all business services.

To be alert to/respond to guest needs ensuring special requests are dealt with or channelled through to the appropriate department with documentation and follow up as required in order to contribute to the development of customer loyalty.

To carry out security checks of the lobby (or liaise with security as appropriate) to ensure property and employee safety following procedures laid down by property policy.

To ensure full completion of all duties relating to the shift and a concise hand over in order to assist the smooth running of the property, effective teamwork and guest satisfaction.

Night Audit Duties (Night Premium Available)

To demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making as outlined in Staff Training Programs.

To ensure that guest arrival/departure is carried out in a friendly and professional manner with all cash and credit transactions being handled in accordance with company policy.

To answer the switchboard in a courteous and caring manner ensuring accurate recording and prompt delivery of all messages or explanation/use of voicemail in line with property policy.

To ensure the security of cash, keys, safety deposit boxes.

To ensure the safety and security of the building being aware of procedures to follow in the event of emergency or disruptive situations to maintain personal safety and guest safety as required by property and company policy.

To complete regular walks throughout all floors of the building to ensure all entrances are locked and secure and that there are no concerns.

To be skilled in the taking of reservations and understand and apply yield management principles and selling techniques in order to maximize on Revenue Per Available Room and contribute to achieving or exceeding rooms revenue/occupancy.

To program wake-up calls, deliver newspapers and guest folios in accordance with property policy.

To be totally conversant with the computer system and balance daily/accounting transactions and run reports/draw up statistical information as required by property and company policy.

To audit room rates, charges and reconcile and balance revenues generated as per night audit checklist.

To carry out cleaning of the lobby and public areas as designated by property policy.

To complete computer system backups and save in accordance with company procedures.

To carry out Accounts Receivable and other accounting duties as assigned achieving standards required by company policy.

To be aware of competitor activity and assist with sales related activities in terms of ascertaining, logging and tracking of information.

To be competent in the completion of month end duties in line with company policy.

To ensure full completion of all duties relating to the shift and a concise handover in order to assist the smooth running of the property, effective teamwork and guest satisfaction.

To assist with breakfast preparation tasks such as but not limited to filling fruit bowl, making coffee, filling juices, setting up dishes/cutlery etc.

Experience

- Previous experience in customer service or hospitality is preferred
- Strong communication skills with the ability to interact with a diverse range of guests
- Proficiency in using reservation systems and basic computer applications
- Multilingual abilities are advantageous
- Knowledge of phone etiquette and customer service best practices

Job Type: Part-time

Pay: From $17.60 per hour

Benefits:

Discounted or free food Store discount
Ability to commute/relocate:

North Bay, ON P1B 2T3: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 2 years (required) Hospitality: 2 years (required)
Location:

North Bay, ON P1B 2T3 (required)
Work Location: In person