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guest service agent

Posted on December 16, 2024 by Employer details Residence Inn Calgary Downtown

Job details

*THE PROPERTY:* Built on the site of the historic Alberta Boot Company in the vibrant Beltline District, our downtown hotel pays homage to its cowboy roots through modern design and artwork. As one of the largest Residence Inn hotels in the world, we have 390 long-stay suites and cater to business and family leisure travellers looking for an extended-stay hotel as well as to groups and meeting attendees with a 10,000 sq. ft. Conference Centre. From our top-notch culinary team creating the most delicious dishes to our food and beverage team providing the best experiences in our comfortable and fun outlets, our hotel is not just the best place to stay, it is the best place to work! With close proximity to the CTrain, great benefits and amazing people, there are so many reasons to join our team! *THE ROLE:* Reporting to the Rooms Operations Manager and working with the Guest Services Supervisors, the *Guest Services Agent* will assist each of our guests in a friendly, efficient, professional manner in all Guest Services-related functions while maintaining a high standard of service and hospitality at all times. · Confirming, at check-in, the method of payment and at check-out, that full payment has been made. · Register guests and assign rooms, making every effort to accommodate special requests. · Assist in pre-registration and blocking reservations. · Make room moves where appropriate and providing room tours upon request. · Develop a thorough understanding of mailing procedures, message handling and emergency procedures, reservations, room rack, property management system, electronic key system, room locations, type and features of rooms. · Stay up-to-date on room rates, packages, discounts, road directions, major attractions and common local destinations as well as services and facilities? hours of operation. · Process client payments according to procedure. · Notify Housekeeping of late departures, early arrivals, special requests and day rooms. · Complete bucket checks, balance and prepare individual paperwork at the end of the night shift. · Handle safe deposit boxes in accordance with procedures. · Answer all telephone calls and transfer calls accordingly internally as well as to guests. · Report any unusual occurrences or requests to your Supervisors and Manager. · Maintain the orderliness and cleanliness of the Front Desk and Back office. Monitor the neatness of the lobby. · Work with the Housekeeping and Maintenance departments regarding the status of rooms, guest requests, and upkeep and repair issues. · Ensure adherence to the Hotel?s policy regarding security of bedrooms and keys. · To work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by Hotel policy. · Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. · Provide a professional image at all times. · Provide support per the Emergency Response Plan as directed. · Perform other reasonable job duties as requested by department heads/senior managers. *THE SKILLS AND EXPERIENCE YOU HAVE:* · At least one year of experience in a hotel or customer service role · Post-secondary education in hospitality or a related field a definite asset. · Excellent interpersonal skills · Self-motivated, friendly, upbeat, outgoing, mature person who thrives in a fast-paced environment · Knowledge of computers and cash handling experience mandatory · Must be detail orientated and able to handle several tasks simultaneously · Must be available to work a variety of shifts, including overnight, weekends & public holidays. Hours of work will be scheduled based on business volumes/operational demands and will vary. · First Aid certification an asset. · A criminal background is required for this rol