guest service agent

Minimum Requirements

• Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• Experience: 1 year to less than 2 years in hospitality administration/management

Work Setting

• Hospitality industry
• Hotel, motel, resort

Tasks

• Register arriving guests and assign rooms
• Process group arrivals and departures
• Take, cancel and change room reservations
• Provide information on hotel facilities and services
• Provide general information about points of interest in the area
• Process guests' departures, calculate charges and receive payments
• Balance cash and complete balance sheets, cash reports and related forms
• Maintain an inventory of vacancies, reservations and room assignments
• Follow emergency and safety procedures
• Clerical duties (i.e. faxing, filing, photocopying)
• Answer telephone and relay telephone calls and messages
• Assist clients/guests with special needs
• Contact customers to deliver requested wakeup calls
• Perform light housekeeping and cleaning duties
• Provide customer service

Computer and Technology Knowledge

• Multi-line switchboard
• Word processing software
• Database software
• Central reservation system (CRS)
• Spreadsheet
• Internet
• Opera

Security and Safety

• Credit check
• Criminal record check

Transportation/Travel Information

• Own transportation
• Willing to travel
• Valid driver's licence

Work Conditions and Physical Capabilities

• Fast-paced environment
• Standing for extended periods
• Work under pressure

Personal Suitability

• Client focus
• Efficient interpersonal skills
• Flexibility
• Judgement
• Organized
• Reliability
• Team player