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At The James Hotel our Front Desk Agents receive the title of Guest Experience Supervisor.
The Guest Experience Supervisor will ensure customer service is the top priority from first encounters to guest departure. The role is multi-faceted, requiring assessing and responding to guests needs in a manner that engenders customer satisfaction and loyalty.
You will lead by example ensuring standards are maintained for all processes; check-in/out guests, accurate charging/billing of guest accounts, reservation calls, and guest inquiries. As Guest Experience Supervisor you will be confident and comfortable in problem resolution, building rapport with guests, and be an effective communicator to ensure information flows to various departments ensuring guest experiences are exceeded.
Requirements:
Computer literacy would be an asset, particularly in Microsoft Word and Hotel PMS experience
Highly organized with the ability to multi-task while maintaining a positive and professional demeanor
Experience in Hotel Front Desk operations would be a definite asset
Excellent interpersonal and communication skills; customer service oriented, proactive and a team player
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
- Significant use of memory
Transportation/Travel Information
- Own transportation
- Public transportation is available
Specific Skills
- Take, cancel and change room reservations
- Secure guests' valuables
- Register arriving guests and assign rooms
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Process guests' departures, calculate charges and receive payments
- Process telephone calls
- Process wake-up calls
- Maintain occupancy statistics
- Investigate and resolve complaints and claims
- Exchange foreign currency
- Balance cash and complete balance sheets, cash reports and related forms
- Arrange services required for guests with special needs
- Work with minimal supervision
- Customer service oriented
- Keyboarding
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about points of interest in the area
- Provide information about services available in the community
- Follow emergency and safety procedures
Work Setting
- Hotel
- Hospitality industry
Type of Bookkeeping and Accounting
- Cashiering
- Basic record keeping
Business Equipment and Computer Applications
- Computerized reservation system
- General office equipment
- Fidelio
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