Front Desk Agent- Delta Guelph Conference Centre, Guelph, ON bei Hotel Equities

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

Reports To: Director Of Operations 

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
• Be friendly, thorough, accurate and efficient in performing Check-ins
• Be friendly, thorough, accurate and efficient in performing Check-outs.
• 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.
• Assist guests with luggage upon their arrival to and departure from the hotel
• Use the guest's 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 leadership.
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain open line of communications with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Maintain effective communication through the use of meetings, logbooks 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 Marriott Bonvoy 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 logbook each shift, updates logbook 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.
• Must possess basic computer skills.
• 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 i

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