Guest Experience Expert (Front Desk Agent)

Job Responsibility:

Description

RESPONSIBILITIES

• Complete all check-ins and check-outs of hotel guests in a timely fashion following proper settlement procedures.
• Communicates with all related departments regarding guest concerns.
• Directs all guest complaints and concerns to the appropriate department.
• Answers the switchboard and all other related phone duties in a polite and professional manner.
• Handles and completes daily cash summaries following credit policies as outlined by management.
• Ability and strong comfort level with computers and applications.
• Fully understands the front desk computer system and how all transactions are posted properly.
• Treats all guests in a courteous and friendly manner.
• Familiar with all programs and fully aware of how they work and how to explain and market them to guests.
• Records all guest reservations including group bookings and rooming lists, monitors room inventory on a daily basis. Familiar with rate tiers for all types of accommodations available and maximizes revenue with every check-in.
• Answers and follows up on all guest inquiries and/or complaints concerning the Hotel and its services in a polite and tactful manner.
• Reports all comments regardless of nature to management.
• Provides additional coverage and back-up for night audit shifts when required due to vacations, illness, leave of absences or when additional work needs to be completed.
• Assist with special projects for the Front Office
• Other duties as assigned

QUALIFICATIONS

• Minimum 1-2 year customer service experience
• Flexible and energetic with the ability to work under pressure
• Must have experience with Microsoft Word and Excel
• Ability to prioritize with strong data entry, analytical and communication skills.
• Ability to work with minimal supervision
• Excellent communication skills
• Exceptionally strong guest service skills to ensure superior guest service and satisfaction
• Team player who is able to recognize the value of both internal and external guests
• Proficiency in Microsoft Office applications
• Passion and drive to work, excel and grow in the Hospitality Industry
• Able to multitask and meet deadlines
• Must be able to work various shifts including morning, afternoon, evenings and weekends and holidays.
• Hospitality experience an asset
• Experience with Lighspeed or other PMS systems an asset
• Tourism/Hospitality Management Diploma or Post-Secondary Degree an asset

Why Concord?

Our culture is based on our five Cornerstones and they are what we consider our foundation: Quality, Integrity, Community, Profitability, and Fun. It's important to us to provide a great work environment for our associates and we strive to hire the BEST associates in the market. At Concord, you can enjoy a culture where you are valued and our Associate First policy is a way of life. Utilize your hospitality talents with a Company that cares about you and your development. We do many fun things on property to stay engaged with our associates and show you we care about you.

You take pride in your work, the hotel, and your employer to make sure we exceed our guests' expectations. If this is you, we want you to contact us... Now!