Front Desk Agent
Job description
The Holiday Inn Express & Suites Riverport | Richmond is seeking an experienced Full-Time Front Desk Agent to join our team.
From the moment a guest steps into our hotel, they walk into a genuinely memorable experience and you'll create the warm atmosphere to make our guests feel right at home.
As a Front Desk Agent, you'll handle payment transactions, share information on local insights and attractions, inform guests about hotel services as well as anticipate their every need in order to provide exceptional experience.
Responsibilities
Duties include but are not limited to:
- Be the warm welcome that kicks off a memorable hotel guest experience.
- Acknowledge IHG Rewards members as well as returning guests.
- Create and manage guest bookings, be confident in upselling hotel services and products, inform guests about local attractions and hotel amenities.
- Performing bucket checks to ensure the right guest room rate, number of nights and credit card on file matches the guest(s) reservation.
- Perform cash and credit transactions.
- Swiftly check guests in and out; ensure IDs are checked and match reservation details and prepare room keys and process payments.
- Stay one step ahead of our guests' needs by recording and executing on their preferences and responding to messages, requests, questions and concerns.
- Be a trusted contact for all guests. Assist them with anything from billing issues to local knowledge, and loop in management whenever needed.
- Stay safe by following our safety procedures. Report and record any/all incidents and wear any protective gear as required.
- Be a brand ambassador by taking pride in your appearance.
- Read and respond to our guest reviews! Make it personable.
- Be aware of any events and activities taking place at the hotel or in the area.
- Assist in the successful execution of events with management.
- Jump into other ad-hoc duties when your colleagues need your assistance.
- Coordinate and assist in the delivery of guest amenities as requested.
- Reconcile reports and information for management including reservation details, commission report(s), guest issue(s), etc.
Requirements
What we need from you:
- 1-2 years hotel front desk or guest service experience is preferred.
- Previous experience with Opera or Holiday Inn is a bonus.
- High School Diploma, College or University Degree would be an asset.
- Flexible to work varied shifts; days, evenings, weekends and/or holidays.
- Must have a Class 5 Driver's License with clear driving record.
- Strong problem solving capabilities; turn issues into opportunities so everyone leaves having had a great experience.
- Be patient and be a strong communicator; guests and team members will come to you with concerns and compliments.
- You are tech-savvy! Have a strong grasp of reading, writing and basic mathematics.
- You'll need to lift, push, and pull objects up to 50 lbs (32kg). This may involve bending and kneeling.
Job Type: Full-time
Salary: From $18.00 per hour
Benefits:
- Discounted or free food
- Extended health care
- On-site parking
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- On call
- Overtime
- Weekend availability
Supplemental pay types:
- Overtime pay
- Tips
Ability to commute/relocate:
- Richmond, BC V6W 1E7: reliably commute or plan to relocate before starting work (required)
Experience:
- Guest Services: 1 year (preferred)
- Customer Service: 1 year (preferred)
- Front Desk: 1 year (preferred)
Licence/Certification:
- Class 5 Driver's License (preferred)
Shift availability:
- Day Shift (preferred)
- Night Shift (preferred)
Work Location: One location
