Guest Service Agent

The Lord Nelson Hotel and Suites is looking for a Guest Services Agent to join our team!

The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.



Duties and Responsibilities:

• Assist guests with the check-in/check-out process by assigning rooms, taking payment, and accommodating any special requests/requirements

• Thoroughly understands and adheres to proper credit card, and cash handling policies and procedures

• Understands room status and room status tracking utilizing the Property Management System (PMS)

• Is familiar with all room types, locations, and room rates available to guests as well as all hotel services

• Must have a mind for sales and present options and alternatives to guests while assisting with the decision making process. Using suggestive selling techniques, the Guest Services Agent promotes hotel services and upgrade options to guests in an attempt to maximize revenue

• Coordinate room status and updates with the Housekeeping department through notification of unexpected departures, late check-outs, early arrivals, and any special guest requests

• Possess an understanding of the reservations department and be able to perform regular reservations duties such as creating/cancelling a reservation while adhering to hotel policies

• Maintain and supervise access to all safe deposit boxes

• Has an understanding of how to use all front office equipment

• Perform cashier related functions including, but not limited to, posting guest charges, invoice settlement, and currency exchanges

• Works closely with the maintenance department in communicating guest room deficiencies as indicated by hotel guests

• Maintain the highest level of customer service and display professionalism at all times

• Display appropriate two way radio etiquette at all times

• Ability to maintain confidentiality of hotel guests and pertinent hotel information

• Must have comprehensive understanding of hotel emergency procedures

• Other tasks as assigned



Requirement/Experience:

• High school diploma is required

• Must speak, understand, and write fluently in English. Bilingualism is an asset

• Experience working in a fast paced Hotel/Resort setting is required, at least one (1) year in a Front Office setting

• Strong working knowledge of the VisualOne property management system is an asset

• Experience handling guest concerns and complaints

• Proficiency in all Microsoft Office applications, specifically; Word, Excel, and Outlook

• Excellent interpersonal and communication skills, both written and verbal



The Ideal Candidate:

• Flexible and able to work evenings, weekends, and holidays

• Understands the challenges that are present in an afterhours/overnight shift

• Organized and able to thrive in a fast paced environment while being able to manage a changing workload and meet tight deadlines



Please clearly demonstrate in your cover letter/resume how you meet the above requirements. We thank all who apply, only those who have been selected for further consideration will be contacted.