Guest Services Agent

• Company: Walnut Beach Resort
• Job Type: Full Time
• Job Level: Front-line
• Job Type: Full Time
• Job Address: 4200 Lakeshore Drive, Osoyoos, British Columbia V0H1V6
• Job Status: Permanent, Seasonal
• Start Date: February 20th, 2023
• End Date: December 31st, 2023

The key goal of a Guest Services Agent is to achieve customer satisfaction and preform administrative roles in the hotel. As a Guest Services Agent, you’re the guests’ first point of contact and manage all aspects of their accommodation. A Guest Services Agent works to ensure an organized and friendly interaction between the hotel and its guests. A GSA will help create a pleasant and memorable stay for our guests. Guest Service Agents will report directly to the Guest Services Manager.

Role and Responsibilities

•             Perform all check-in and check-out tasks according to Walnut Beach standard operating procedures

•             Complete daily checklists and tasks to maintain organization at the Front Desk in an efficient and timely manner

•             Make and manage online, phone and email reservations and advise callers regarding rates and packages

•             Verify and register guests by collecting necessary information (like contact details and exact dates of their stay)

•             Provide information about the hotel, available rooms, rates and amenities

•             Respond to guest complaints and requests in a timely and professional manner

•             Demonstrate proficient understanding of the hotel software systems (RoomKeyPMS and Visionline)

•             Demonstrate understanding of Microsoft Word and Excel

•             Understand how travel planning websites operate, like Booking.com and Expedia

•             Communicate with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs

•             Communicate with housekeeping and maintenance departments to ensure prompt responses to guest needs and of any changes throughout the day

•             Upsell additional packages and services, when appropriate

•             Report any accidents or injuries to senior management staff immediately

•             Comply with company procedures and safety policies

•             Answer internal and external phone calls and emails and direct guests to the appropriate department

•             Greet guests and visitors as they enter the resort

•             Complete check outs and check ins and receive payment

•             Be knowledgeable about Walnut Beach Resort amenities and policies in order to advise guests accurately

•             Post and balance payments and charges on guest folios

•             Anticipate guest needs in order to provide seamless and exceptional service

•             Receive and respond to guest concerns and address them promptly with the appropriate manager as needed

•             Count and verify individual cash floats and maintain responsibility for all cash received and given out

•             Prepare reports as required

•             Arrange transportation or other services for guests

•             Protect all confidential information of our guests, our colleagues and company, and our business associates.

•             Other duties as assigned.

Qualifications and Education Requirements:

•             Previous Front Desk or other hospitality experience preferred

•             Previous experience with Roomkey Property Management System an asset

•             Strong interpersonal and problem-solving skills

•             Excellent communication and organizational skills

•             Ability to work cohesively as part of a team as well as independently

•             Ability to focus on guest needs, remain calm and professional at all times

•             Able to work flexible hours including days, evenings, weekends and holidays

•             Must have a valid work permit

Physical Requirements

•             Must be able to stand for extended periods of time

•             Ability to maintain regular, punctual attendance

•             Must be able to lift and carry up to 50lbs

•             Must be able to talk, listen and speak clearly

• Salary/Wage: $ 18

Send your resume to career@walnutbeachresort.com with GSA in the subject line.

Walnut Beach Resort will only consider candidates who currently possess the legal right to work in Canada. Applicants must be Canadian Citizens, Permanent Residents, or be in active possession of an Open Work Permit and valid Social Insurance Number. Walnut Beach Resort is unable to sponsor international applicants.

Post Date: February 20, 2023