front desk agent

THE OPPORTUNITY Front Desk Agent, Full-Time Reporting to Guest Services Manager THE ROLE: Front Desk Agents contribute to the overall success of the hotel by ensuring our guest?s needs are met in a prompt and professional manner and that all guest and financial transactions are completed accurately. ACTIVITIES: The duties and responsibilities for the Front Desk Agent include, but are not limited to the following: Ø Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals Ø Becomes informed of events/ functions in the hotel during the shift. Ø Checks guests out of the hotel; processes customer payments according to established policies and procedures. Ø Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction. Ø Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests. Ø Books guest reservations or coordinates with reservation center. Ø Completes pre-arrival planning including room assignments and guest requests. Sets up appropriate billing for guests. Ø Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier?s report, prepares deposit and counts cashier bank. Ø Issues, controls and releases guest safe-deposit boxes. Ø Participates in enrollment of guests into brand loyalty program and recognizes loyalty of highly valued guests in the program. Ø Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Ø Tracks and stocks hotel ?Shop? convenience areas. Ø Manages departmental email inbox during shift, responding to and following up on a variety of email requests. Ø Provides a professional image at all times through appearance and dress. Ø Adhere to all policies and procedures in place at the hotel. Ø Communicate with MOD and co-workers regarding product or service deficiencies, equipment, safety problems, etc. Ø Adhere to all health and safety guidelines and standards. Ensure good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures. COMPETENCIES WE ARE SEEKING: · Previous Customer Service Experience or Hotel Experience is an asset. · Full-Time availability of up to 42.5 hours a week is required, with availability for morning, afternoon, and evening shifts. · Will be required to work nights, weekends and holidays. Occasional overnight coverage will be required (in instances of overnight staff vacations or turnover). · Completion of High School, GED or equivalent required. · Excellent time management, organization, and attention to detail. · Ability to multi-task and work under heavy pressure / stress during busy times. · Strong communication skills. · Special consideration will be given to those who exhibit exemplary performance. · Job requires standing for long periods of time, ability to assist with luggage weighing up to 50 pounds, and continual typing / computer usage. The Company Manga Hotel Group is a dynamic, privately held leader in Canadian hospitality investment, development, and management. We specialize in high-quality hotels affiliated with world-class brands including Hilton, Marriott, Hyatt, and InterContinental Hotels Group (IHG), alongside standout independent properties. Our growing portfolio includes 34 hotels with over 6,400 rooms, and a robust pipeline of new hotels and projects across Canada and the U.S.As we continue our strategic expansion ? with a strong focus on Western Canada and recent additions in Calgary ? we're building an exceptional team and actively seeking talented professionals to join us in one of o