Guest Services Representative

Pay Range

CAD $19.39 - CAD $19.40 /Hr.
Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Delta Guelph Conference Centre, Guelph, ON.

Job Purpose:

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be friendly, thorough, accurate and efficient in taking reservations
• Greet and seat all guests and ensure a quality dining experience. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.
• Responsible for greeting every guest with a smile and positive attitude.
• Ensures that all guests are dealt with in a professional, consistent manner. Ability to diplomatically handle difficult situations and people.
• Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
• Maintain and enforce sanitation laws and safety standards with anyone entering the kitchen and restaurant area.
• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guests’ names
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Handle messages, wake-up calls, mail, and faxes properly
• Assist guests’ with laundry/dry cleaning needs
• Know of incoming VIPs
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the Rooms Division Manager.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior, Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Maintain effective communication through the use of meetings, log books and bulletins
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
• Safety and Security Skills- Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Have full understanding of franchise honors program
• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability & basic computer skills.
• Property Management Systems (PMS)
• Point-of-Sale (POS) systems
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 20 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment

Other:

• The pay range for this position is $19.39- $19.40/hr.
• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Can work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Medical/ Dental/ Vision
• Team Driven and Values Based Culture
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Employee discount