QUALIFICATIONS & COMPETENCIES REQUIRED:
- Experience within a Front Office team or equivalent customer-facing role with an understanding of the guest service processes
- A working knowledge of hotel systems, specifically Opera would be a strong benefit
- Proficiency with computers systems, such as Microsoft Office
- Post-secondary education in hospitality, or a related field would be an advantage
- Professional, well organized and delights in providing exceptional guest service by anticipating guest needs with strong interpersonal skills
PRIMARY RESPONSIBILITIES:
Operations:
- Covers all shift types (AM/PM/Nights) as required
- Delivers quality service when assisting guests with check ins, check outs and additional hotel standard special requests as it relates to their stay
- Facilitates the distribution and collection of room keys
- Provides hotel amenities to guests upon request
- Provides the guest resort wide information in both verbal and printed formats
- Promotes and books hotel F&B outlets and services first;
- Promotes resort partner offers upon request
- Provides reservation information and rate information as required in an effort to secure future bookings
- Shares knowledge about current pricing and promotions
- Suggests the best package or rate for the caller or walk in guest by asking open-ended questions to determine their stay and room requirements
- Creates the booking in Opera and confirms the information in a professional and consistent manner using the established reservation SOG
- Maintains a professional and friendly presence at the front desk
- Maintains a clean and inviting work space, cleaning regularly and using the 10-7 rule
- Maintains cleanliness by ensuring all operational items are in their designated place and keeps personal items such as beverage holders, out of sight
- Oversees the lobby and communicates the need for housekeeping services to the Supervisor
- Answers the telephone, directing the calls appropriately
- Ensures proper placement of lobby furniture at the beginning and throughout shift
Guest Experience:
- Acts with professionalism and provides a service standard that elevates the guest experience
- Acts as an ambassador of the Hotel & Sun Peaks, as prompted by guests for direction and insight on internal and external events
- Interacts with the guest throughout the duration of their stay, anticipating their needs and proactively resolving guest concerns
- Drives customer loyalty by building individualized connections with guests
SECONDARY RESPONSIBILITIES:
Team Commitment / Leadership:
- Works as a dynamic team member with a focus on collaboration
- Desires to be part of a team and contributes as such
- Works closely with the Housekeeping team to improve communication between departments and deliver on guest requests
- Assists in emergency situations making prompt decisions in the best interest of the guest and the Hotel
- Demonstrates initiative and is accountable for performance / completion of daily assigned job tasks
Policies & Agreements:
- Policy & Procedure Manual Agreement
- Computer / LAN Agreement
- Vehicle Policy agreement
- Confidentiality Agreement
- Employee Handbook agreement
- Annual Driver’s license abstract
More Information
- Starting month Nov
- Interview options
