GUEST SERVICE AGENT

ROLE

Under the responsibility of the director and managers of guest services, the guest service agent is responsible for providing exceptional and distinguished service to guests. He or she begins by welcoming them upon arrival and offers assistance with their luggage to the reception and their room as needed. He or she is also responsible for processing arrivals and departures, as well as providing information about the establishment, its services, and its surroundings. The guest service agent is expected to be proactive by demonstrating listening and empathy skills to resolve issues that may arise, while maintaining a high level of professionalism with guests, ensuring that the service standards established by RIMAP Hospitality Services are respected and that client expectations are exceeded.

·        Provide excellent service to guests by warmly welcoming them and anticipating their needs;

·        Greet guests at the door and guide them to the various services of the establishment;

·        Manage traffic in the lobby and at the drop-off area;

·        Assist guests with their luggage (loading and unloading luggage from vehicles, placing it on a cart, and transporting it if necessary);

·        Maintain the cleanliness of outdoor areas at the main entrance;

·        Warmly execute arrivals and departures of guests, reservations, changes, or cancellations;

·        Secure payment methods, verify and adjust billing;

·        Count the cash drawer at the beginning and end of the shift and secure it at all times;

·        Complete cash and closing reports in the computer system;

·        Process all types of payments, adjustment vouchers, deposits, correction vouchers, and miscellaneous charges;

·        Activate and file room keys;

·        Produce and review daily reports and logs;

·        Address all guest requests;

·        Provide guests with explanations and information regarding room features and supplies, facilities, services, and hours of operation of the hotel;

·        Offer information about the city and suggest interesting activities;

·        Manage complaints in a positive and professional manner;

·        Ensure that all pending requests or issues are prioritized and resolved;

·        Communicate in a clear, professional, and courteous language;

·        Chat, email, and speak on the phone using appropriate etiquette;

·        Develop and maintain positive working relationships with others, supporting the team to achieve common goals;

·        Inform management of any theft reported by a guest;

·        Follow all company policies and procedures;

·        Maintain the confidentiality of guest and hotel information;

·        Protect the company’s assets;

·        Report accidents, injuries, and unsafe working conditions to the on-duty guest services manager;

·        Print contingency lists to maintain a record of all guests in case of emergency;

·        Ensure the market supply is maintained and organized according to demand and established standards ;

·        Project a neat and professional appearance; wear the uniform according to the establishment's standards;

·        Perform any other related tasks as requested. 

SKILLS & QUALIFICATIONS

·        French and English spoken and written. We welcome an international clientele, which is why English is a prerequisite. Knowledge of a third language is an asset;

·        Knowledge of Microsoft Office and various hospitality software (Opera is an asset);

·        Maintain a high level of professionalism at all times; 

·        Possess strong organizational skills and attention to detail; 

·        Have strong stress and priority management skills;

·        Possess excellent interpersonal skills and a strong customer service aptitude; 

·        Demonstrate a positive attitude and the ability to listen empathetically to the needs or complaints of guests; 

·        Capable of making decisions and resolving issues independently; 

·        Flexibility regarding scheduling: days, evenings, weekends, holidays;

·        Ability to stand for an 8-hour shift; 

·        Reach above head and below knees, including bending, twisting the body, pulling, and lowering;

·        Move, lift, push, pull, and place objects weighing up to 50 pounds without assistance;