Hybrid Reservations/Front Desk Agent

Description

Hybrid Reservations/Front Desk Agent

The Georgian Court Hotel is a boutique hotel that blends modern elegance with timeless style. Our 4 star property features 180 spacious and contemporary guestrooms, including the renowned Orchid Floor, our Ladies’ preferred floor. We are situated within the excitement of downtown Vancouver just steps from Rogers Arena and BC Place Stadium.

The team at the Georgian Court Hotel takes pride in providing a high level of personalized service to our guests, as we strive for their satisfaction. We are seeking a dynamic, motivated and results driven Reservations/Front Desk Agent to join us.

The candidate is responsible in supporting the daily operations of the Reservations Department/Front Desk Department.

Reservations Responsibilities:

• Answer incoming reservation calls in a friendly, professional and efficient manner while having a high successful conversion rate
• Ensure that group blocks and individual reservations are entered and maintained in an accurate and timely manner and reflected in the property management system. Follow up on advance deposits and payment methods, analyze pickup and cut off periods and responds accordingly
• Review future reservations and ensure that all reservations have been processed accurately
• Recoomend rate changes based on observed booking pattern changes
• Responds promptly and in a friendly manner to guest requests and follows up to ensure guest satisfaction
• Follow company policies and procedures and is able to effectively communicate them to team
• Other duties as assigned by supervisor or management in the event of changes in business needs

Front Desk Responsibilities:

• Works closely with the Bellperson to ensure a seamless arrival and departure experience.
• Creates a memorable arrival and departure experience by providing a personalized check-in and check-out experience
• Reviews arrivals list for the day and checks VIP notes and special requests
• Upsells rooms whenever possible to achieve the highest possible room rate
• Maintains a balanced float assigned by the hotel. Reconciles all transactions at the end of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists guests in all inquiries in connection with hotel services, hours of operations, in-house events, directions, etc.
• Answers internal and external telephone inquiries in an efficient and friendly manner, following hotel telephone etiquettes guidelines and using guest names when possible
• Answers guest calls and direct them appropriately
• Confirms out-of-order rooms with Housekeeping, and updates the status of rooms as necessary
• Completes shift checklist and pass on important information
• Assists with responsibilities and duties in the absence of or during heavy volume in the areas of Concierge, Bell Staff, and lobby coverage
• Must have the ability to perform other tasks or projects as assigned by hotel management and staff.

Qualifications:

• Reservations or Guest Services experience
• Excellent reading and written skills as these abilities are used often in reviewing and compiling guest registration and reservation information.
• Maintains accuracy, positive attitude and an open mind in the event of changes in business needs, conditions or work responsibilities
• Excellent mathematical skills such as profit/loss concepts, percentages and variances
• Highly focused, organized, detail oriented and excellent time management skills
• Strong problem solving, reasoning, motivating and training abilities.
• Able to lead the team to achieve the Hotel’s vision and goals
• Knowledge of Opera PMS and Opera Cloud is strongly preferred
• Enthusiastic and passionate about the hospitality industry
• Positive, friendly and energetic team player who enjoys assisting guests, clients and fellow employees

Job Type: Full-time

Pay: $23.00-$24.00 per hour

Benefits:

• Dental care
• Extended health care
• Life insurance
• Vision care

Flexible Language Requirement:

• French not required

Supplemental pay types:

• Tips

Experience:

• Reservations/Front Desk: 1 year (required)

Work Location: In person

Application deadline: 2024-07-12
Expected start date: 2024-07-22

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