Guest Service Agent

at  PR Hotels

Who You Are
We are looking for people with excellent customer service and communication skills to fill the shoes of an excellent Guest Service Agent to be the first point of contact for our guests at our Holiday Inn Express & Suites Kelowna property. Guest Service is a crucial part of our overall operation and there is never a dull moment!

At the Holiday Inn Express & Suites Kelowna, we want our guests to rest and feel energized and ready for the day ahead which means we need team members to demonstrate the following service behaviors:

• Make a Connection - show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way
• Be Helpful - familiarize yourself with all the services in the hotel and the local area to answer any questions and give guests what they need to find their own way
• Be Efficient - take ownership and play your part to get things done by making things easier for guests; doing as much as in advance and multi-task when you need to

We all work together to make our guests feel at home so that guests can have the best experience possible.

WHY IS HOLIDAY INN EXPRESS & SUITES KELOWNA A GREAT PLACE TO WORK?

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and find that working with P.R. Hotels has a positive influence on your life outside of work. At the Holiday Inn Express & Suites Kelowna, we recognize this vital role with a competitive compensation package and flexible schedule. We’re also pleased to encourage personal development and real career growth, which means the sky’s the limit
Whether you’re a student looking for a part-time job, or you’re creating a career in tourism, working with us will be an experience you’ll always remember. We love what we do, spending each day inspired by our spectacular surroundings and connecting with people from around the world. We’re always looking for friendly, energetic people who love to connect with others to contribute to our strong team culture and help deliver amazing experiences to our guests.

WHAT YOU’LL DO

First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You’re a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You’ll wear many hats-from meeter and greeter to problem-defeater. Responsibilities include welcoming guests to the establishment and determining their needs, registering guests, assigning rooms, accommodating special requests, assisting with recommendations and reservations for local amenities and attractions, and ensuring the guests have a pleasant stay and smooth checkout.

JOB DUTIES:

• Responsible for checking guests in and out of the Hotel.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Computes bills, collects payments, and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shifts.
• Maintain an inventory of vacancies, reservations and room assignments.
• Knows room locations, types of rooms available, and room rates.
• Must possess fluent knowledge of the city and geography, keeping abreast of arts & entertainment and local trends, and building relationships with local restaurants & tourist attractions.
• Ensure the front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on the specified form
• Complete welcome calls.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.
• Take the initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay
• Maintains customers’ privacy and security at all times.
• Maintains a high level of professional appearance and demeanor.