Guest Service Agent

March 14, 2021 Hospitality / Tourism

Job Overview

Job title: Guest Service Agent

Company:

Job description: Reporting to the Front Office Leadership team, our Guest Service Agents (GSAs) are the ambassadors of the hospitality, story & culture of St. Eugene Golf Resort & Casino. All members of the Front Office Team hold the responsibilities of: seeking out and acting upon ways to improve their guests’ stay; responding to and delivering on guest requests and inquiries; ensuring their guests are their first priority; maintaining the office operations with speed, accuracy and completeness; and enjoying their work. GSAs are the first and last impression of St. Eugene – they start with their warm greeting and professional check-in; they build relationships throughout their guests’ stay with their authentic interactions, facilitating of requests and sharing of information; and they part ways with their guests providing an accurate check-out and extending an invitation to return.

Qualifications

The successful candidate will hold a Grade 12 Diploma; be bondable; have a passion for creating and delivering exceptional guest/customer/client experiences; be comfortable working in a high paced guest facing environment; be technically competent in computer use; and hold an excellent command of verbal and written communication. Formal education and/or work experience in the Hospitality/Tourism industry an asset. Experience with Maestro PMS or comparable Property Management Software preferred.

Competencies

The successful candidate will, at the end of their probationary period, be:

· A punctual, reliable, honest, well-presented, dynamic, open minded and passionate team-player.

· Committed to providing their guests a refined, seamless and memorable experience that exceeds their expectations.

· Willing and able to gain a deep knowledge of Maestro PMS & Microsoft Office Suite and use their functions in line with Department Best Practices.

· Self motivated to work with diligence, integrity, accuracy, speed and completeness.

· Able to identify social cues and express empathy while listening to a guest request or issue, then use this information to provide a personalized, successful resolution.

· Able to remain professional, calm and in control in a high pressure, high workload environment by engaging organizational skills, multi-tasking techniques and an established internal confidence.

· Able to effectively communicate and liaise with guests and hotel partners in person and via phone and email with professionalism.

· Able to warmly and authentically interact with their guests, providing direction and information and upselling Resort activities.

· Able to accurately comprehend, calculate, communicate and process a variety of different billing, rates & folio structures.

· Able to stand for long periods of time and lift objects up to 50lbs.

Conditions of Employment

The nature of a 24/7 department calls upon all Front Office Employees to cover a range of shifts including, but not limited to: regular evening and weekend work, holidays, late nights, early mornings, and overnight shifts. All GSAs start in a relief role with potential to work the full spectrum of shifts and have the opportunity to participate in choosing Shift Packages on an annual basis. Up to full-time hours at an hourly wage of $16.45/hour ($17.45/hour for overnight work) are available to the successful applicant. This position is subject to a 90-day probationary period, during which time training must be completed in AM, PM, Night Audit & Reservations shifts.