Guest Services Agent

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

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