Job Description

Front Desk Agent - Full Time

As a Front Desk Agent with Best Western Premier Chateau Granville Vancouver, you have the opportunity to provide a welcome experience like no other. Your personalized greeting, care in Guest room selection and knowledge of the hotel will ensure our Guest have a lasting memory of their visit.

Summary of Responsibilities

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

  • Consistently offer professional, friendly and engaging service
  • Greet, check in and settle guest accounts while ensuring all service standards are followed
  • Assist guests regarding hotel facilities in an informative and helpful way
  • Respond to each Guest who approaches the Reception Desk
  • Accurately registers all guests arriving at the hotel in compliance with hotel credit and identification policy.
  • Performs credit card verification's; when declined contacts guest for alternative payment arrangements.
  • Room block all VIP's, group and special requests. Ensures that the VIP list and room service requisitions are accurate and complete, then distributes.
  • Operates the front office computer system, posts all guests charges and payments, incurred during the shift and balance shift totals by department to backup documents.
  • Prepares guest keys using key envelopes and/or room slips.
  • Ensures all guest registration cards and credit cards are correctly completed and filed by room number.
  • Checks all credit cards using point-of-sale authorization terminals and cancellation bulletins and obtains authorization for those accounts which have exceeded house floor limits.
  • Maintains cashier float as supplied, provides currency exchange for guests and efficiently prepares cash deposit.
  • Reports overages and shortages on a daily basis. Responsible to present and/or return float intact upon request.
  • Communicates with housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stayovers and room changes.
  • Issues and controls safety deposit boxes to guests in accordance with hotel procedures.
  • Mails any delayed guest charge receipts.
  • Assists with room reservations and switchboard operation when necessary.
  • Works to attain the best occupancy and average daily rate possible, assessing the guests and attempting to upsell.
  • Reports to supervisors any guest complaints or security issues.
  • Records and enters all wake-up calls and ensures they are given at the correct time to the correct room.
  • Reports any equipment malfunction, emergency situations or suspicious persons to the supervisor.
  • Handle all guests inquiry or complaints in an efficiently and reports any guest complaints to supervisor immediately if he/she cannot handle it personally.
  • Ensures guest satisfaction.
  • Follow all safety policies
  • Other duties as assigned.
  • Follow department policies, procedures and service standards

Requirements:

  • Minimum of 2 years’ experience in Hotel Front Desk role
  • Knowledge PMS system is preferred
  • Weekend availability and flexible working hours
  • Strong analytical abilities, detail oriented and able to multitask
  • High school or college diploma in Hospitality or Tourism an asset
  • Advanced knowledge of Excel & Microsoft Office
  • Proficient in English (verbal and written), second language an asset
  • Must possess a professional presentation
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively with fellow colleagues as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Available for shift work and weekends.
  • Frequent standing and walking throughout shift
  • Occasional kneeling, pushing, pulling, lifting
  • Occasional ascending or descending ladders, stairs and ramps

Visa Requirements:

Must be legally able to work in Canada.

Job Types: Part-time / Full Time