JOB DESCRIPTION

Join our exceptional team at Windsor Arms Hotel as a Front Desk Agent, where you’ll be the first point of contact for our guests and play a crucial role in ensuring their experience is nothing short of outstanding ! Your warm welcome and attentive service will set the tone for an unforgettable stay from arrival to departure.

QUALIFICATIONS AND SKILLS:

· A minimum of 3 years previous experience working at the Front Desk of a luxury hotel.
· A University or College Hospitality Diploma is an asset.
· Proficient with Property Management Systems.
· Knowledge of computers and cash handling experience is mandatory.
· General knowledge of local area attractions and transportation.
· Excellent communication and organizational skills; friendly and courteous disposition even in stressful situations.
· Must be enthusiastic about working in the hotel industry and be detail oriented.
· Excellent command of the English language, both written and verbal. Second language is an asset.
· Arrive dressed in professional attire and maintain a neat personal appearance every shift.

• Welcome guests in a friendly, prompt, and professional manner.
• Perform check-in and check-out procedures and process all payments according to established procedures.
• Work proficiently on the hotel’s electronic reservation system, as well as other computer programs to ensure a seamless workflow.
• Handle all financial matters - including credit card and cash transactions - securely, accurately, and with integrity.
• Up-sell rooms where possible to maximize hotel revenue.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Always maintain positive guest relations.
• Resolve guest complaints, ensuring guest satisfaction.
• Coordinate any room changes or moves.
• Upon request, provide guests with recommendations for dining, shopping, and any other inquiries. Have an extensive knowledge of the area.
• Provide callers with accurate information on hotel facilities and services.
• Monitor and maintain a log of all room-related issues.
• Communicate room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals and “rush” rooms.
• Document all guest complaints or problems; notify designated department/ personnel to resolve the situation; follow up to ensure completion and guest satisfaction.
• Communicate important information with the next shifts.
• Document maintenance needs on work orders and submit them to the Manager.
• Understand and be able to assist with hotel emergency procedures (guest evacuations, fire alarms, etc.)
• Perform other duties as requested by the General Manager.