SCOPE AND GENERAL PURPOSE

Greet and register guests, provide prompt and exceptional service, close out guest accounts upon completion of stay to meet our standards of quality. Offer courteous service, answer the switchboard and employ guest service recovery when required.

MAIN DUTIES

1.      Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.

2.      Check in/check out guests in a friendly and professional manner ensuring accuracy of all information/billing.

3.      Greet customers with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

4.      Complete the registration process by inputting and retrieving information from the Property Management System (PMS), confirming pertinent information including guest contact details, number of guests and room rate.  Make appropriate selection of rooms based on guest needs.  Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 

5.      Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash make change and balance an assigned house bank.  Accept and record vouchers and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts.

6.      Promptly answer the switchboard using positive and clear communication. Input messages into the PMS.  Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.

7.      Perform all Guest Services and cashiering duties achieving accuracy and logical work sequence.

8.      Close guest accounts at time of check out and ascertain satisfaction. When necessary utilize employee guest service recovery methods ensuring guest satisfaction is achieved.           

9.      Take reservations, understand and apply yield management principles and training.

10.   Be proficient in computer skills including excel and word.

11.   Liaise with Housekeeping and Maintenance to maintain accurate status and availability.

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

13.   Respond to guest needs ensuring special requests handled appropriately with follow-up with guest or appropriate department.

14.   Ensure full completion of all duties relating to the shift and a concise hand over.

15.   Comply with attendance rules and be available to work on a regular basis.

16.   Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES

1.      Completion of secondary school is required.

2.      Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management is considered an asset.

3.      Ability to establish and maintain effective working relationships with associates, customers and patrons.

4.      Must have the ability to communicate in English.

5.      Always maintain a professional appearance and manner. 

6.      Strong Administrative skills

7.      Strong customer service skills

8.      Ability to establish and maintain effective working relationships with associates, customers and patrons

9.      Proficient with computers and Microsoft office.

10.   Experience with Property Management Software and Point of Sales systems is an asset.

The pay range for this job is $18.50 – $20.60, hourly.