Front Desk jobs in Canada

Salary Range

$17.50- $20.50/hour - based on experience

Employee Benefits

• Employee Discounts
• Free Parking
• Paid Time Off

Job Overview

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Key guest contact position.

Reports To

Front Desk Manager

Key Relationships

Internal: Front Desk Staff, Front Office Management, Hotel Managers, Sales, Housekeeping, Accounting, Engineering.
External: Hotel guests/ visitors, Tour Company Representatives, Transportation personnel, other hotels.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

Required Skills

• Ability to input and access data in computer.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
• Ability to focus on guests' needs, remaining calm and courteous.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Ability to work well under pressure with excessive arrivals/departures within any given period.
• Ability to focus attention on details.
• Ability to maintain confidentiality of all guests and hotel information.
• Ability to ensure security of guest room access.
• Ability to remain stationary at assigned post for extended periods of time.
• Ability to work cohesively with other departments and co-workers as part of a team.
• Previous guest relations training.

Essential Job Functions

Maintain complete knowledge always of:

• All hotel features/services, hours of operations.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, discounts, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities.
• Hotel extension numbers.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Meet with supervisors to review daily assignments and priorities.
• Meet with departing Guest Service Representatives to review business status and follow up items.
• Access all functions of computer system according to established procedures and standards.
• Set up workstations with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephones within three (3) rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the front desk.
• Accommodate all requests for information in a congenial manner.
• Process all guest check-ins according to established hotel requirements.
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell a room type agreed upon.
• Register guests in computer and generate a registration card.
• Verify registration card information with guest and acquire signature on the registration card.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Inform guest of safety deposit boxes and room key procedures.
• Communicate services and amenities included in packages to guests on packages.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Obtain guest signature for designated paperwork.
• Maintain guest history files on all guests and pre-room blocks.
• Communicate VIP arrivals to Housekeeping and Engineering.
• Set up accurate accounts for each guest checking in according to their requirements (i.e. share withs, separate room/tax/incidentals, comps).
• File registration cards and vouchers in bucket by room number.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
• Accommodate room changes expediently.
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
• Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
• Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.
• Set up guest credit limit on credit card and computer system.
• Accept and record wake-up call requests.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send, distribute, and post charges for guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests. Prepare key packets.
• Communicate pertinent guests information to designated departments/personnel (i.e. special requests, amenity delivery).
• Generate and print daily reports.
• Resolve discrepancies on the room status discrepancy report with Housekeeping.
• Match the bucket check to an in-house guest list; follow up on discrepancies.
• Process all checkouts according to established hotel requirements.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts following hotel's accounting procedures.
• Retrieve guest room key from guests.
• Request guest comment card.
• Follow standard checkout verbiage to ensure guest expectations were met.
• Process express checkouts throughout the shift.
• Handle requests for late checkouts according to established hotel procedures.
• Conduct group check-ins/outs according to established procedures.
• Assist all departments in obtaining appropriate information regarding groups, inventory, and guest information.
• File guest room keys and ensure the safe keeping of keys at the Front Desk.
• Legibly document pertinent information in the logbook.
• Assist in arranging guest transportation.
• Assist in other Front Office areas as assigned.
• Provide guest room tours.
• Legibly document maintenance needs on work orders and submit to Manager.

Switchboard Duties

• Route callers to requested guests or hotel personnel departments.
• Place calls on hold only after agreement from caller.
• Monitor busy lines; check back with caller on hold to update on status and offer to take messages.
• Monitor unanswered lines; return to caller after 6 rings to update caller and take message.
• Take, record, and relay messages accurately, completely, and legibly. Active/Deactivate guest room message light; accordingly, distribute hotel personnel/ department messages to designated location.
• Provide caller with accurate information on hotel facilities and services.
• Accept and process all guests requests for screening calls, Do Not Disturb, Call forwarding, Conference calls, and non-registered guests.

Sales Duties

• Prepare bulk mailing in accordance to hotel procedures.
• Type up required correspondence with direction from Director of Sales.
• Type up group contracts.
• Complete five thank you notes per shift to hotel guests thanking them for their business.
• Assist in other Sales activities as assigned.

Adhere To All Cashiering Procedures

• Process & document adjustment vouchers, paid-outs, correction vouchers and miscellaneous charges.
• Make change for guests.
• Validate and cash guests personal checks/travelers checks according to hotel procedures.
• Posting miscellaneous charges.
• Settle room accounts
• Run closing reports
• Count bank at end of shift and record and report any over/short balance.
• Complete designated cashier reports
• Balance receipts
• Drop cash receipts/make deposit
• Secure Bank

Note

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

Qualifications

• High School graduate
• Ability to compute accurate mathematical calculations.
• Ability to communicate in English clearly and pleasantly with guests/visitors, management, and co-workers to their understanding, both in person and by telephone.
• Ability to provide legible communication and directions.

Desired Qualifications

• Some college or training in the hospitality industry.
• Previous experience as a Guest Service Representative.
• Previous cashiering experience.
• Knowledge of computers.
• Fluency in a foreign language.