VIAD

GUEST SERVICES ASSOCIATE - NIGHT (CANADA)

3 weeks ago
Job ID
2017-9301
# Positions
1
Alberta

Overview

The Night Guest Service Associate is responsible for working the overnight shift at the front desk, as well as providing an exceptional level of guest services to all patrons. The NGSA checks guests in/out of hotel/motel in a courteous, enthusiastic and efficient manner. Handles money, guest inquiries/complaints, telephones, and computerized (PMS) registration system, all with attention to detail while providing friendly, efficient and professional services.

 

Responsibilities

  1. Arrives to work on time and in proper uniform.
  2. Greets guests in courteous and welcoming manner.
  3. Registers and assigns rooms to guests. Issues room keys and provides escort instructions to bell staff.   
  4. Communication with night time security, report any guest issues.
  5. Communication with Accounting Night Auditor, log out of system when needed for EOD procedures.
  6. Print next day reports for, arrivals, departures, in-house, vacant rooms, and trace reports.
  7. Pre-assign Group rooms and any special requests for next day arrivals.
  8. Prepares Group Key packets, with last name, room numbers, and meal vouchers for Master Group Tour arrival.
  9. Check all room charge tickets are filed behind the correct day of the wekk.
  10. Make sure all wake up calls are logged into the phone system for next morning.
  11. May operate the hotel PBX switchboard for incoming & outgoing calls. Turns on in-house guest phones, and off upon departure.
  12. Completes all other tasks as assigned by Guest Service Manager.
  13. Guest Service Associates may be required to work the overnight (night-audit) shift on a rotating basis. Functions will also include the following
  14. Prepares express checkout folios for delivery and coordinates delivery with security.
  15. Provides key inventory to Guest Services Manager daily.
  16. Prepares statements, folios, and key envelopes for following day.
  17. Cleans lobby and front desk area as needed or requested.
  18. Adheres to all Company policies and regulations.

Qualifications

 

  • Hospitality degree, education or equivalent in work experience required
  • Previous guest service and cash handling experience required.
  • Previous front desk experience helpful.
  • Ability to learn, retain and communicate knowledge of Glacier National Park and all of its facilities and activities so that information passed to guests is informative and accurate.
  • Knowledge of common office machines, i.e., computers, calculators, cash registers, multi-line phone systems, etc. preferred.
  • Must be friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
  • Must be able to handle guest concerns in a tactful and caring manner.
  • Must be team-oriented, positive and upbeat.
  • Must possess neat and pleasant grooming habits.
  • Must have good organizational skills.
  • Must possess excellent communication skills, be able to speak, read, write and understand English.
  • Must be able to work varied shifts, including; overnights, weekends and holidays.

 

Work Environment

  • Front Desk area of hotel in a National Park setting.
  • Overnight and autonomous.
  • Job requires constant standing and frequent walking.
  • Job may require assisting with luggage and lifting in excess of 25 lbs.
  • Job may require the use of stairs, while assisting guests with luggage and requests. Elevators are not present.
  • Non-smoking environment.

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