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Guest service agent

Arc The.hotel

This is a Full-time position in Ottawa, ON posted September 9, 2019.

Job Description POSITION SUMMARYThe main responsibility of the Front Desk Agent is focused on providing efficient service and creating memorable experiences with all of our guests.

In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out.

The successful candidate must have a friendly and welcoming attitude with everyone and be willing to go above the guests expectations.

This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast paced environment.DUTIES AND RESPONSIBILITIESGeneral ResponsibilitiesAccuracy and accountability of payment verification, process of deposits and currency exchange.

Maintains cashier float supplied.

Reports any overages or shortages on a daily basis.Room blocks any VIP’s, groups or special requests.Operates the front office computer systems, post all guest charges and payments incurred during shift, and balanced shift totals, by department, to back up documents.Gives guests directions to elevators, answers any questions, and provides maps and information as needed such as local restaurants, entertainment and attractions.Ensure all guest registration cards are correctly completed and filed by room numberPerforms check out tasks: including confirming billing, taking payment, asking for future reservations and print receipt.Takes reservations on the phone.

Identify callers and explains special programs as appropriate.

Books appropriate and best rate.Carries out bucket checksProblem-solving guests concerns and proactively exceeding guest expectations.Providing guests with current information about the Hotel rooms, amenities, services, local attractions and conducting Courtesy Calls.Respond promptly to all guest requests and employees, informing managers of maintenance deficiencies, guest concerns or service issues.Work closely with all hotel departments to improve service delivery and efficiency.Participate in committees, meetings, including pre-shift meetings.Ensure the work environment is tidy and well organized at all times (lobby).Ensure 100% Guest Satisfaction; handle guest concerns with effective follow-up.QUALIFICATIONSEducation and ExperienceCustomer Service experienceKnowledge of Microsoft OfficeExperience on Opera PMS an assetBilingual English/French would be preferredMust be able to work variable shifts this would include holidays and weekendsKey CompetenciesAttention to detail and accuracyPlanning and organizingEffective communication skillsProblem analysis and problem-solving skillsInitiative and team work