ROLE AND RESPONSIBILITIES

General Front Desk Duties

- Provide friendly and professional services to all internal and external guests
- Present oneself properly dressed (uniform) and groomed with name badge and smile
- Processing guest room reservations including arrival, room assignment, change requests, cancellations, and departures
- Enter reservations into central reservation system (ICS), ensuring accuracy of information
- Provide facility venue and services information to guests and general community information including points of interest and services
- Upselling guest rooms and cross selling property amenities
- Marketing guest rooms and facilities to increase bookings
- Accurate posting of guest charges and receipt of cash, credit and debit payments
- Respond to front desk enquiries and redirect as required to housekeeping, security, maintenance
- Be knowledgeable and provide information on room rates, room features, hotel services, promotions and amenities via phone, e-mail and in person
- Balance cash and complete daily/shift reports
- Manage room guest complaints and needs effectively and politely
- Follow emergency and safety protocols
- Accommodate guests with special needs, including wake up calls, barrier free rooms, meal delivery Answer telephone and e-mail enquiries and relay messages, handle outgoing calls as directed
- Distribute keys and floats to appropriate department staff as required.
- Accept keys, floats, and deposits from department staff
- Print Daily Registration Cards
- VLT tracking via work sheet and exchange tickets for cash from Taps as required.
- Verify housekeeping floor sheets for room occupancy accuracy
- Process guest bag lunch/takeout breakfast orders with kitchen
- Verify accuracy of in-house guest information and validity of pre-authorizations by performing daily bucket checks. Ensure room type and number of guests and guest classification is accurately recorded for monthly and quarterly reporting.
- Related office clerical duties including, filing,



faxing, copying.

PERFORMANCE EXPECTATIONS

- Follow Company Personnel, Financial and Communications Policies, Procedures and Protocols
- Cooperate, coordinate, and collaborate with department colleagues and supervisor team
- Attentive to potential workplace hazards and initiate remedial action
- Report maintenance and repair issues promptly to Maintenance department
- Maintain a positive attitude and guest friendly demeanor
- Attend and participate in staff meetings as required
- Report to work on time and ensure completion of work tasks on time
- Guest check-in/check-out completed within 3 minutes
- Properly uniformed and groomed with a friendly disposition to guests and colleagues
- Social media property ratings friendly, helpful front desk 4.5/5 or better
- Follow security protocols and ensure regular check-ins with evening security personnel

EDUCATIONAL REQUIREMENTS

- Minimum Grade 12 or equivalent

SKILLS & EXPERIENCE

“Must Haves”

- Team player – team-oriented, cooperative
- Flexibility, reliability, and dependability
- Effective interpersonal skills
- Superior customer service
- Telephone, computer and in-person oral and written communication skills
- Microsoft Office Suite including Excel, Word, Power Point presentations, and Photoshop
- Ability to use e-mail and conduct research using the internet
- Cashier and/or cash management experience including balancing
- Previous experience using hotel reservation and POS systems
- Minimum 1-year front desk experience preferably in a motel/hotel environment
- Ability to multi-task in a time sensitive environment
- Problem solving and situation de-escalation skills
- Attention to detail
- Must be a Canadian Permanent Resident or have an Open Work Permit

“Nice to Haves”

- Certificate or Diploma in Office Administration or Communications preferred
- Computer and hotel reservation software training an asset
- 1+ years of front desk agent experience

Pay: $15.81-$17.03 per hour

Benefits:

- On-site parking

Work Location: In person

📌 Guest Services (Front Desk) (Cold Lake)
🏢 Lakeland Inn Cold Lake
📍 Cold Lake