Front Office Agent

The Front Office Agent provides the highest quality of customer service to all guests by providing accurate information and services to ensure optimum guest satisfaction.

KEY RESPONSIBILITIES

First-Class Guest Experience

• Providing accurate information to guests about hotel policies, services, amenities, and informing guests about the facilities and services of the property.
• Responding to all guest requests and enquiries with proper etiquette and in a courteous and professional manner.
• Maintaining a working knowledge of the property, as well as to advise guest with any special events on and near the property whenever possible.
• Greeting guests throughout the day and providing a warm welcome.
• Registering all arriving guests and recording guest information in the Property Management System, including (but not limited to) guest check-ins and check-outs.
• Handling room keys for in-house guests and ensuring security procedures are strictly adhered to.
• Answering front office and inter-department telephone calls.
• Communicating pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Ensuring logging in and delivery of packages, mail, and messages to guests and meeting rooms.
• Managing and resolving all guest complaints and compliments while ensuring guest satisfaction.
• Coordinating relocation of guests, when necessary.
• Remaining alert, friendly, courteous, and helpful to guests and fellow associates at all times.

Front Office Duties

• Balancing and preparing individual paperwork for closing of shift according to company policies and standards.
• Following all cash handling and credit policies.
• Posting charges and handling cash and credit card transactions with accuracy.
• Ensuring all room rates and tax charges are properly posted accurately.
• Maintaining accurate record of accounts (e.g., guest checks, master accounts, vouchers, gift certificates).
• Maintaining neatness and tidiness of the front office.
• Attending to daily operational requirements of guest recognition program, amenity program, and standard opening and closing shift procedures.
• Initiating and monitoring shift check lists for proper completion of tasks.
• Maintaining high-level of professional appearance and demeanor in all interactions with guests, public, hotel staff, and management.
• Providing effective communication to all departments of guest activity and reporting all irregular issues to the Supervisor or Manager-On-Duty.
• Placing attention to all lobby activities and maintaining a sense of control and coordination.
• Notifying General Manager and Assistant General Manager of any unusual incidents regarding operation and/or safety and security of the hotel or guest(s).
• Ensuring all equipment are functioning properly in the Front Office.
• Conducting other tasks or projects as assigned by management.

QUALIFICATIONS

Academic, technical, and professional competence

• Completion of high school or equivalent.
• Diploma in Hospitality/Tourism related program preferred.
• Strong email communication skills.
• Proficiency in Microsoft Office, particularly with Word, Excel, and Outlook.

• Knowledge of Vancouver, tourist attractions, and major intersections.
• Knowledge of boutique hotel and general understanding of hotel operations.
• Providing exceptional customer service and professional telephone manners, including anticipating guests needs, with a proven ability to multi-task, organize, prioritize, and schedule demands.
• Strong professional communication (written & spoken) and interpersonal skills.
• High-level of professionalism, discretion, and tact in handling sensitive and confidential information.
• Collaborative and the ability to work within a team and independently.
• Strong attention to detail, meticulous, and methodical in performing duties.
• Able to resolve problems using facts and sound reasoning.
• Developing strong, positive, and professional relationships with internal and external stakeholders.