At The Quality Suites Whitby our role is to provide top-notch service. That’s where you come in. We’re looking for people who are charming, confident, and humble-minded; people who know what it takes to exceed guest expectations and be yourself and at the centre of it all. If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the Quality team!

JOB SUMMARY:

Under the general guidance and supervision of the General Manager, the Front Desk Agent is responsible to ensure guest satisfaction by dealing with guests in a pleasant, efficiently, courteous, and professional manner, answering any questions and following up on requests and problems promptly. It is also the responsibility of the Front Desk Agent to efficiently handle any function of the front office from the reception.

· Accurately registers all guests arriving at the hotel in compliance with hotel credit and identification policy.
· Performs credit card verifications; when declined contacts guest for alternative payment arrangements.
· Room block all VIP’s, group and special requests.
· Ensures that the VIP list and room service requisitions are accurate and complete, then distributes.
· Operates the front office computer system, posts all guests charges and payments, incurred during the shift and balance shift totals by department to backup documents.
· Prepares guest keys using key envelopes and/or room slips.
· Ensures all guest registration cards and credit cards are correctly completed and filed by room number.
· Checks all credit cards using point-of-sale authorization terminals and cancellation bulletins and obtains authorization for those accounts which have exceeded house floor limits.
· Maintains cashier float as supplied, provides currency exchange for guests and efficiently prepares cash deposit.
· Reports overages and shortages on a daily basis. Responsible to present and/or return float intact upon request.
· Communicates with housekeeping in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stayovers and room changes.
· Assists with room reservations and switchboard operation when necessary.
· Works to attain the best occupancy and average daily rate possible, assessing the guests and attempting to upsell.
· Negotiates rates within parameters set by the GM.
· Reports to supervisors any guest complaints or security issues.
· Ensures guest satisfaction.Job Requirements