VIAD

GUEST SERVICES ASSOCIATE (CANADA)

3 weeks ago
Job ID
2017-9302
# Positions
1
Alberta

Overview

The Guest Services Associate is responsible for providing an exceptional level of guest services to all patrons. The GSA checks guests in/out of hotel/motel in a courteous, enthusiastic and efficient manner. Handles money, guest inquiries/complaints, telephones, and computerized (SMS) registration system, all with attention to detail while providing friendly, efficient and professional services. Guest Services Associates will be required to work the overnight shift on a rotating basis, and assist with other duties as requested.   

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. Continually communicates with housekeeping to update the status of room readiness, arrivals and departures.
  5. Offers information pertaining to available services, points of interest and entertainment attractions, including; information on guest shuttles/transportation services, and outside activities such as rafting, tours or guided hikes, etc. May arrange for other special guest services on request.
  6. May make and confirm reservations for other GPI locations according to procedure.
  7. Presents statements to departing guests and receives payment, counts money to verify amounts, records monetary transactions, and issues receipts for funds received.  Issues change when necessary.
  8. Communicates with the Guest Service Manager to coordinate shuttles leaving or arriving at each location.
  9. Handles all phases of guest/tour arrivals to provide a smooth and orderly flow. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons. 
  10. Prepares folios for each guest account.  Records advance deposits, credit transfers, cash and check payments and tour tickets.  Records dining room, bar, and gratuity charges.  Keeps ledger on all cash transactions.
  11. Notifies Guest Service Manager of all guest complaints and brings requests for refunds to Managers attention.
  12. Receives and coordinates wake-up calls. 
  13. May handle lost and found items, tagging them with the date and place found, following proper procedures for forwarding to the Housekeeping department.
  14. Reconciles all transactions in order to verify daily drop amounts.
  15. May operate the hotel PBX switchboard for incoming & outgoing calls. Turns on in-house guest phones, and off upon departure.
  16. Completes all other tasks as assigned by Guest Service Manager.
  17. Guest Service Associates may be required to work the overnight (night audit) shift on a rotating basis. Functions will also include the following.
  18. Prepares express checkout folios for delivery and coordinates delivery with security.
  19. Provides key inventory to Guest Services Manager daily.
  20. Prepares statements, folios, and key envelopes for following day.
  21. Cleans lobby and front desk area as needed or requested.
  22. Adheres to all Company policies and regulations.
  23. Assists in other departments or with other job duties as requested or necessary.

Qualifications

  • 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 or motor inn in a National Park setting.
  • 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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