Title: Guest Service Agent - ALT Halifax Airport
Supervisor: Guest Services Manager
Definition: Under the supervision of the Guest Services Manager or in their absence, under the supervision of the Supervisor, the Guest Service Agent is responsible to register all arrivals and departures, process transactions, take reservations, take care of guests needs and process various administrative tasks.
Description of principal tasks:
1.Greeting guests, registering arrivals and departures and assigning them a room
- Assign rooms
- Register guests
- Be familiar with our in house VIP’s
- Review arrivals report in details (preference, special requests, etc) and act accordingly
- Explain the hotel logistics
- Answer client questions
- Register transactions and follow up with billing
- Process departures
- Inform clients about our services
- Take complaints and act accordingly
- Taking care of their registers on a daily basis, reviewing clients invoices
- Keep track of arrivals, departures, in-house, daily activities and follow up accordingly
- Follow up with housekeeping and maintenance when needed
2.Answer telephone calls and take reservations
- Answer and manage telephone calls
- Inform clients on availability, rates, specials, type of services
- Offer clients optional packages
- Take reservations, follow up, changes and cancellations
- Input as much information as possible about the clients specific needs related to their general profile or for one particular stay with us.
- Obtain all the needed direct billing or third party billing information and input accordingly
- Maintain waiting list
- Help guest with their voicemail
- Log wakeup call requests and make the wake up calls
- Manage hotel room availability
- Help with employee training
- Always be aware of in house activities and events
- Participate in marketing initiatives when requested
- Follow up with management regarding particular issues
- Answer calls and direct them to the appropriate person
- Keep track of the list of arrivals
- Verification and detailed of the days arrivals, follow up with reservation confirmations by fax, mail and courier, follow up with different reservations booking channels (ihotelier, OWS, Expedia, Booking.com, etc)
- Be an active member of the emergency team
- Inform various reservation Channels about room availability (ihotelier, OWS, Expedia, Booking.com, etc)
- Manage the delivery of courier items and confirm who the receiver is before accepting the parcel
- Take care of courier and mail services for clients (FedEx, Canada Post, UPS, other)
- Make daily calls to hotels in the area to inquire about availabilities and advise them of ours if requested
- Recommend and make reservations for restaurants, tour buses and other attractions in the area
- Promote and recommend ALTcetera
- Provide clients with tours of the hotel
- VIP program
- Sell gift certificates
- Assist with the selling of Boutique items
- All other related guest services responsibilities
3.Altcetera
- Assist guest with requests
- Serve alcoholic and non-alcoholic beverages
- Keep the area clean (cupboard, counters, dishes, etc)
- Rotate the expired items
- Maintain the supplies of food (perishable and non-perishable)
- Maintain the proper supplies (napkins, cutlery, etc)
4.Administrative tasks
- Use of the procedural log books
- Deposit procedures
- Balance cash register from front desk and bar.
- Understand the difference between complementary stays, promotional stays, gift certificates, third party, direct billing and multiple billing.
- Maintain the front desk and Altcetera area clean and maintain supplies needed
5. All other tasks as required |
