Front Desk Agent – Guest Services

• Company: Holiday Inn Express and Suites Courtenay - Comox
• Job Type: Full Time
• Job Level: Front-line
• Job Type: Full Time, Part Time
• Job Address: 310 Hunt Rd, Courtenay, V9N 9B8
• Job Status: Permanent
• Positions Available: 2

BRAND NEW HOTEL OPENING APRIL 2023

The Holiday Inn Express and Suites is now hiring for a full time and part time experienced front desk/guest services agent. This is a great opportunity to work in a three diamond hotel in a friendly, team-oriented work environment. The Front Desk position is a key part of the overall success of the Holiday Inn Express and Suites. Often, this is the first and last person a guest comes in contact with. It is very important that the individual possesses a strong outgoing personality, with an ability to pay close attention to details. The successful candidate should be able to work well with others, while demonstrating an ability to work unsupervised. We are proud of our strong reputation of great customer service, and this guides us with everything we do.

Must be willing to work various shifts weekday’s evenings and weekends, including holidays.

Day to Day

• Be the warm welcome that kicks off a memorable guest experience 

• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone 

• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay 

• Handle cash and credit transactions 

• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys

• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary 

• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed 

• Take pride in your appearance and place as a brand ambassador 

• Always know what events and activities are on the day’s schedule 

• Jump into other ad-hoc duties when your colleagues need your help

What we need from you

• Flexibility - night, weekend and holiday shifts are all part of the job 

• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential 

• Experience - ideally you’ll have spent at least one year in a front desk or guest service position 

• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to 

• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories 

• Fluency in English - extra language skills would be great, but not essential 

• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and computers

  • Experience with Opera PMS an asset

  • Knowledge of MS Office required

• First aid and CPR qualification are beneficial but training will be provided to the right candidate

Behaviors

• Outstanding customer service skills

• Takes initiative and ownership of tasks 

• Attention to detail and problem resolution skills 

• Multitasking, organization and prioritizing to meet deadlines 

• Perceptive; able to read customers needs Manages stress in an appropriate and professional manner 

• Positive “can-do” attitude

• Ability to work independently for long periods of time yet still willing and able to be part of a team

• Salary/Wage: Starting wage $19.00/Hour

Please apply by using the link or via email with a resume and cover letter to gm@hiexcourtenay.ca with the subject line FRONT DESK AGENT APPLICATION

Post Date: March 6, 2023 Deadline for Application: April 5, 2023