The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.
RESPONSIBILITIES
- Assist guests with the check-in/check-out process by assigning rooms, taking payment, and accommodating any special requests/requirements.
- Thoroughly understand and adhere to proper credit card policies and procedures.
- Understand room status and room status tracking utilizing the Property Management System (PMS).
- Familiar with all room types, locations, and room rates available to guests as well as all hotel services.
- Must have a mind for sales and present options and alternatives to guests while assisting with the decision-making process. Using suggestive selling techniques, the Guest Services Agent promotes hotel services and upgrade options to guests in an attempt to maximize revenue.
- Coordinate room status and updates with the housekeeping department through notification of unexpected departures, late check-outs, early arrivals, and any special guest requests.
- Possess an understanding of the reservations department and be able to perform regular reservations duties such as creating/cancelling a reservation while adhering to hotel policies.
- Understand how to use all front office equipment.
- Perform cashier related functions including, but not limited to, posting guest charges, invoice settlement, and issuing deposit refunds.
- Work closely with the Maintenance department in communicating guest room deficiencies as indicated by hotel guests.
- Assist guests with concierge duties such as making dining reservations, recommending attractions and local restaurants, booking transportation to and from the airport, etc.
- Maintain the highest level of customer service and display professionalism at all times
- Display appropriate two-way radio etiquette at all times
- Ability to maintain confidentiality of hotel guests and pertinent hotel information.
- Must have comprehensive understanding of hotel emergency procedures.
- Other tasks as assigned.
QUALIFICATIONS
- Professional attitude and the ability to follow instruction required.
- Ability to work under pressure and under tight deadlines.
- Detail oriented and the ability to work independently.
- Must speak, understand, and write fluently in English. Bilingualism is an asset.
- Experience working in a fast-paced Hotel setting is preferred.
- Excellent interpersonal and communication skills, both written and verbal
- Knowledge of Hotel PMS is an asset (Opera)
- Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook) required.
- Tourism Management degree from an accredited facility preferred.
Flexible Language Requirement:
Schedule:
- 8 hour shift
- Days and Evenings
- Weekends and Holidays
Ability to commute/relocate:
- Halifax, NS: reliably commute or plan to relocate before starting work (required)
License/Certification:
Work Location: In person