Job Summary

SCOPE AND GENERAL PURPOSE

Greet and register guests, provide prompt and exceptional service, close out guest accounts upon completion of stay to meet our standards of quality. Offer courteous service, answer the switchboard and employ guest service recovery when required.

MAIN DUTIES

- Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.
- Check in/check out guests in a friendly and skilled manner ensuring accuracy of all information/billing.
- Greet customers with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information from the Property Management System (PMS), confirming pertinent information including guest contact details, number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts.
- Promptly answer the switchboard using positive and clear communication. Input messages into the PMS. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Perform all Guest Services and cashiering duties achieving accuracy and logical work sequence.
- Close guest accounts at time of check out and ascertain satisfaction. When necessary utilize employee guest service recovery methods ensuring guest satisfaction is achieved.




- Take reservations, understand and apply yield management principles and training.
- Be proficient in computer skills including excel and word.
- Liaise with Housekeeping and Maintenance to maintain accurate status and availability.
- Send faxes, make photocopies, etc. as required by the guest ensuring correct charging for all business services.
- Respond to guest needs ensuring special requests handled appropriately with follow-up with guest or appropriate department.
- Ensure full completion of all duties relating to the shift and a concise hand over.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES

- Completion of secondary school is required.
- Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management is considered an asset.
- Ability to establish and maintain effective working relationships with associates, customers and patrons.
- Must have the ability to communicate in English.
- Always maintain a professional appearance and manner.
- Strong Administrative skills
- Strong customer service skills
- Ability to establish and maintain effective working relationships with associates, customers and patrons
- Proficient with computers and Microsoft office.
- Experience with Property Management Software and Point of Sales systems is an asset.

GENERAL STAFF RESPONSIBILITIES

- Greet or acknowledge all guests employing the Ten and Five Rule.
- To provide exceptional customer service to all internal and external clients.
- Take ownership for the solution of issues, hazards,



or deficiencies that you encounter during your duties. This could include but not limited to utilizing service recovery techniques to address a guest issue, tidying up a spill in the corridor, reporting damage in a room, etc.
- Be decisive and take action that you feel aligns with our Organizational Mindsets.
- Be a team player and provide help where and when it is needed. We do not prescribe to the “that is not my job” attitude.
- To attend meetings as requested and to recognize the importance of contributing new ideas, competing viewpoints, and initiative to the overall success of the operation.
- To carry out any reasonable request.
- To work, communicate and conduct yourself in a professional and ethical manner.
- To be a “salesperson” by active promotion of property facilities and company or property specific promotions.
- Actively contribute towards the achievement of the Hotel’s goals and objectives
- Take pride for your area of responsibility and be results focused.
- To assist with team member orientation and training within the department.
- To be committed to guest satisfaction and respond to any guest request, issues and concerns employing guest service recovery training as required.
- To maintain standards of punctuality, uniform and dress code.
- To be aware of and comply with hotel policies and procedures.
- To adhere to all matters relating to hygiene, health, safety, and emergency procedures.
- To comply with WHMIS regulations and all Health and Safety policies and procedures.
- To keep your work area clean and tidy.
- To ensure the use of personal protective equipment as appropriate.
- To contribute to the security of the building, company assets and guest/co-worker safety with full adherence to security procedures with proper handling of keys/cash as appropriate.

Pay: From $18.25 per hour

Expected hours: 16.0 – 40.0 per week

Benefits:

- Extended health care
- On-site parking
- Paid time off

Work Location: In person

📌 Front Desk Agent (Fort Nelson)
🏢 Super 8 by Wyndham Fort Nelson
📍 Fort Nelson