Guest Services Representative (Front Desk Agent)

Job Responsibility:

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Representative, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.

Proud to be a part of the Intercontinental Hotels Group (IHG) family, The Holiday Inn Express & Suites Langley on 8750 204th Ave, Langley BC, is a 91 rooms hotel located in the heart of Walnut Grove, British Columbia. We are currently recruiting for a dynamic individual to fill the part time position of Front Desk who isn't afraid to go that extra mile.

Your typical day-to-day:

• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge IHG One Rewards Members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly and accurately checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests' needs - record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Communicate fearlessly and frequently with guests, management, and team members via detailed notes, shift reports, and accurate logs.
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day's schedule
• Jump into other ad-hoc duties when your colleagues need your help

Skills and Requirement

• You are a positive, courteous, and energetic individual who excels in customer support.
• Have a flexible and reliable schedule to work at any time (including night shifts, weekends, and holidays)
• Work well both alone and in a team setting. Willing to put in the extra effort to help out different departments within the hotel.
• Must be self-motivated and have a high degree of detail in any communication or workings with teammates.
• Typing speed of 45 WPM.
• Excellent command of Microsoft Office and Outlook.
• Passionate about customer care.
• Excellent interpersonal and communication skills (written and verbal).
• A minimum of 1-year guest services related experience in a related industry.
• Minimum High School or Secondary School diploma
• Experience with Opera would be considered a strong asset.
• Previous hotel experience would be considered a strong asset.

Job Types: Full-time, Part-time

Pay: From $18.00 per hour

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Dental care
• Extended health care
• On-site parking
• Store discount

Flexible language requirement:

• French not required

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• On call
• Weekends as needed

Ability to commute/relocate:

• Langley, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

• How many words can you type per minute?

Experience:

• Customer service: 1 year (preferred)

Language:

• and writes fluently in English (required)

Work Location: In person