Guest Services Agent (Full-Time)

Are you a people-oriented individual with a passion for providing exceptional customer service? Do you thrive in a fast-paced and dynamic environment? Join our team as a Guest Services Agent / Front Desk Agent and be the friendly face that welcomes and assists our guests, ensuring a memorable and enjoyable experience.

This is an on-site position based in Red Deer, Alberta. Applicants must currently reside within a reasonable commuting distance of the workplace and be able to reliably commute to work. Relocation assistance is not provided.

Summary

Under the direction of the Front Office Manager/Rooms Division Manager, the Guest Services Agent / Front Desk Agent will be responsible for ensuring our guests receive the highest level of guest service, and hotel standards are met and maintained at all times. The Guest Services Agent / Front Desk Agent must be professional, energetic, passionate and customer focused. This position must have outstanding customer service as they are the first people guests are greeted by, so kindness is key!

Essential Duties and Responsibilities

• Warmly greet and assist all guests.
• Check guests in and out of the hotel, respond to guest inquiries, and arrange transportation as required.
• Ensure all Hotel standards for Guest Services Agent / Front Desk Agents are being met and exceeded.
• Count and verify cash, shift transactions, keys, gift certificates, and other assigned items with the departing shift.
• Print updated in-house, arrival, departure, and room status reports.
• Check telephone interfaces throughout the shift; check all unresolved departures.
• Review service requests for arrivals; complete welcome calls.
• Refer all inquiries to the appropriate individuals or departments across the organization.

• Book and coordinate transient guests and individual group reservations under courtesy group block.

• Take and record telephone calls, emails, or written messages for in-house guests.
• Observe and report any security issues.
• Respond to clients’ complaints in a timely and professional manner.
• Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
• Upsell additional facilities and services, when appropriate.
• Arrange transportation for guests, if needed.
• Perform other duties and responsibilities as assigned by the Immediate Supervisor or Front Office Manager. The role/duties may change depending on the needs of the operations, this may include other departments under the purview of the Front Office Department ie. club lounge and reservations.

Education, Qualification and Requirements

• Minimum one (1) year of hotel front desk experience preferred.
• Experience using Opera Property Management System (Opera PMS) is preferred.
  
• Experience in all aspects of customer service.
• 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience.
• Ability to analyze and interpret clients’ needs and offer the appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection-handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Able to build and maintain lasting relationships with corporate departments, key business partners and customers.
• Knowledge of using Computer and MS Office Applications.
• ProServe certification, ProTect certification is an asset.
• Able to effectively communicate both verbally and in writing, in English.
• As a condition of employment, associates are to have a criminal record check prior to their first day of work.

Work Environment

• This position requires frequent standing and walking.
• May perform repetitive work, such as operating a computer, or talking to a guest or telephone.
• May work in a noisy or distracting environment, such as during busy holidays.
• Ability to tolerate exposure to heat and cold.

Hours of Work

The individual must be adaptable and flexible with their availability, as the hours of work for this position will vary based on operational requirements. Candidates must be available to work a variety of shifts, including early mornings, evenings, late nights, weekends, public holidays, and especially Sundays.
Sunday availability is an important requirement for this position due to the operational needs of the hotel.

The Red Deer Resort & Casino is an equal opportunity employer and encourages individuals interested in this position to submit a resume. All applicants must be legally entitled to work in Canada. The successful candidate will be subject to criminal record checks and/or other background checks. This position will remain open until a suitable candidate is found. We appreciate and consider all applications; however, only candidates selected for interviews will be contacted.