| Guest Servies Agent |
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| Inverary Resort |
| 368 Shore Rd., Baddeck, NS, B0E 1B0 |
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Job Summary:
As a Guest Services Agent at Inverary Resort, you will provide a service that is outstanding; always ensuring guests’ needs are exceeded and their experience is memorable. Our guests’ will be greeted with a smile and will be treated with the utmost professionalism. Primary responsibilities include registering and checking-out guests, inputting, checking and modifying reservations and concierge duties. Must be detail-oriented and have the ability to multi-task, problem solve and communicate effectively with guests and other hotel departments.
Duties and Responsibilities:
- Provide prompt and exceptional service to our guests in person or on the phone to ensure guests expectations are fulfilled to Inverary Standards
- Process guest accounts to ensure all charges and payments are accurate
- In partnership with team members, complete office or administration style tasks (reports, forms, filing, etc) to ensure all daily duties and responsibilities have been achieved
- Actively drive sales through up-selling strategies to enhance the guest experience and to contribute to the company’s success
- Together with team members, maintain an inventory of vacancies, reservations and room assignments
- Register arriving guests and assign rooms
- Answer enquiries regarding hotel services and registration coming by email, by telephone or by a guest coming in person, provide information about services and attractions available in the resort and within Cape Breton
- Act as an Inverary brand ambassador by presenting a warm and hospitable personality that captures guests
- Resolve customer concerns immediately to ensure total satisfaction
- Be active in advocating for and maintaining a safe and secure environment
- Maintain familiarity with all Inverary products and services, as well as local attractions and events
- Maintain open communication with all team members and other departments
- Be continually aware of, and enforce, the highest standards of etiquette, personal hygiene and dress
- Attend meetings and training courses as require
- To do any job that may be assigned from time to time
Qualifications:
- High school diploma or GED required
- A certificate or diploma in a related field preferred
- Strong customer service and troubleshooting skills
- Customer service experience in a hotel setting a definite asset
- Proactive, takes initiative, and a problem solver
- Exceptional conflict resolution, negotiation, and objection handling skills
- Highly flexible, with solid interpersonal skills
- Able to effectively communicate in the English language both verbally and in writing
- Continuous learner
- Able to work well under pressure
- Strong attention to detail
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Computer literate, including proficiency in MS Word, Excel and e-mail
Working Conditions:
- Manual dexterity required to use desktop computer
- Morning, evening, weekend and possibly overnight shifts as well as overtime as required
- Lifting or moving up to 20lbs may be required
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