Switchboard Agent
Rate of Pay: Starting at $18/hour + Eligibility for 10% Upselling Commission
THIS JOB IS LOCATED IN KANANASKIS, AB. SUBSIDIZED STAFF HOUSING IS AVAILABLE.
Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699
Start a new Adventure while working for an Autograph by Marriott resort located in the heart of the iconic Canadian Rockies! The Kananaskis Mountain Lodge is surrounded by untouched beauty and rugged mountain peaks, offering a once-in-a-lifetime opportunity for those seeking a culture that offers a work-hard, play-hard mantra, an empowering workplace, industry-best perks and benefits, and amazing development opportunities for those looking to grow a career. Join the Marriott family today!
The Role:
As a Switchboard Agent with our Rooms Division, you will be an important member of a team that creates an atmosphere of exceeding guest expectations, each and every shift. Your role is vital in determining what impression the guest has of our Lodge. You will find success in your role by making business decisions that are focused on upholding the highest standards in guest service while delivering against key financial goals and performance metrics for the department.
In this highly visible role, the Switchboard Agent is responsible for answering phone calls in a professional manner and helping guest with any questions they might have. This includes promoting the lodge and the surrounding areas, promptly following up on guest requests and concerns, using strong and effective communication with all other hotel departments, seeking feedback from guests and exceeding their expectations, whether by wowing them, or when in service recovery. The switchboard agent is responsible for the room assignment of hotel inventory, as well as, coordinating with the housekeeping department for arrivals and departures.
Job Duties:
- Answering internal & external phone calls in professional manner.
- Provide courteous, professional and attentive guest service at all times.
- Promote the Lodge and surrounding area and activities.
- Maintain a good working relationship with all departments.
- Establishing a personal rapport with the guest in order to learn about their needs and expectations.
- Actively seek feedback from guests, following up and taking action to exceed guest expectations, whether that is to wow the guest, or in service recovery.
- A personalized touch during all guest interactions to ensure they feel welcome and special.
- Must be able to work a variety of shifts as this a 24-hour operation.
- Strong and effective communication with all other departments, and strong teamwork required between all inter-related departments (Housekeeping, Sales, Reservations, Food and Beverage, etc.)
- In-depth knowledge of the Kananaskis Valley and surrounding area, to Share the Adventure and create the unrivalled Kananaskis guest experience.
- Room assignment and inventory management for all guests, including groups, tours and VIP guests.
- Good knowledge to handle cash/debit/credit transactions. Help guest with any billing inquires they have from their past or future stay.
Employment Experience and Educational Requirements:
- Previous experience working within a Front Office environment is an asset.
- Degree or Diploma in Hospitality or Hotel/Resort Management is preferred.
- Dynamic, enthusiastic individual who thrives under pressure and is able to perform multiple tasks simultaneously.
- Previously demonstrated commitment to exceeding guests' expectations at all times.
- Must be computer literate, with experience in Outlook, Excel, Opera and MS Cloud.
- Professional in presentation and demeanor.
- Self-motivated, excellent organizational skills and the proven ability to work well under pressure.
Physical Demands:
- Ability to maintain focus and concentration while managing multiple incoming calls and requests.
- Multitasking and working under pressure in a fast-paced environment.
- Visual demands include, extended screen time and reading detailed information accurately.
- Prolonged periods of sitting at a workstation throughout the shift.
- Frequent use of hands and fingers for operating a multi-line telephone system, keyboard, and computer,
- Able to work a variety of shifts, including mornings, evenings, weekends, and holidays.
Amazing Perks:
- Earn additional income through our Front Office Upselling Program, with 10% commission on eligible upsells
- Personal days: 5 per year after 90 days of continued full-time employment
- Food and Beverage discounts at ALL 6 of our dining outlets
- Growth and development opportunities, both personal and professional
- Onsite staff accommodations which include a residence convenience store and employee gym
- One meal per day in our employee cafeteria (taxable benefit)
- Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few
- Shuttle access to Calgary and Canmore
- Health and Wellness benefits (some restrictions may apply)
- Vacation is accrued starting on your first day of work at a rate of 4% of your earnings
- Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels
- Discounted access to our Nordic Spa*
- Discounted Ski Pass and Golf rates*
- Kananaskis Parks Pass
Apply now!
Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699
*Season Availability, subject to cut off dates.
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