Job Description

We are currently searching for a warm, welcoming, articulate Guest Service Agent to ensure that every guest’s experience is relaxing and effortless—at arrival, departure and throughout the stay. We are passionate about intuitive guest service and creating a truly unique and personal experience for our guests.

Responsibilities & Qualifications

Summary Of Responsibilities

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a luxury level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Transport guest luggage from the point of arrival at the hotel to their assigned room.
Transport guest luggage from current room to reassigned room for room changes.
Transport guest luggage from their room to the point of departure from the hotel.
Assist in locating guest’s lost luggage.
Correctly tag, store and retrieve luggage from holding room.
Identify and explain hotel facilities and features to guests while escorting them to their room.
Identify fire exit closest to guest’s room and explain safety features of assigned room.
Demonstrate use of room key to guests.
Place guest luggage inside room.
Identify and explain guest room features to include use of air conditioning/heat units and thermostat controls, telephone, television, clock radio, guest services directory, mini-bar, in room safe, lights, bathroom amenities, valet/laundry services, door lock
Offer packing/unpacking service; explain pressing and laundry service.
Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
Relay accurate directions to guests on inquiries of transportation within the local area.
Maintain accurate log record of guest calls for Bell Person assistance.
Answer Bell Stand telephone within 3 rings using correct greeting and telephone etiquette.
Remain in assigned postposition, maintaining correct stance.
Deliver items to guest rooms promptly to include: messages, mail, faxes, packages, flowers, sundry items requested by guest, gift items
Deliver newspapers to specified guestrooms.
Monitor and maintain appearance of lobby areas and luggage holding room.
Polish brass luggage carts and maintain cleanliness of carts.
All other duties as required.
Document pertinent information in the logbook/Front Desk Checklist.
All other duties as required

Qualifications and Skills required:
High school diploma
Experience in the same or similar role in a luxury setting preferred.
Available seven days a week to work flexible hours including early morning, afternoons and overnight.
Familiar with city, area, local attractions, and restaurants.
Possess a Class 5 driver license for transporting guests in the hotel car.
Ability to stand/walk for prolonged periods.
Required to speak, read, and write English, with fluency in other languages preferred.
Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 60 pounds.
Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Salary/Wage

23-25

Other Perks/Benefits

Additional pay: Overtime pay Tips Benefits: Dental care Extended health care Flexible schedule Paid time off Vision care

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