Guest Services Associate Jobs

Job Profile

The Guest Services Associate provides a superior level of guest service which includes welcoming guests, taking ownership of guest satisfaction at the heart of hotel guest operations. The Guest Services Associate uses professional and strong communication skills to connect with guests via email, phone and in person.

Duties And Responsibilities

• Utilizes the 10-5 rule and greets all guests immediately with a friendly and sincere welcome.
• Strong knowledge of Kamloops, BC and can refer guests to local amenities and events
• Trained on night audit and performs night audit duties as needed
• Resolves guest issues and anticipates the needs of the guests
• Consistently provides thoughtful, caring and sincere service. The Guest Services team plays a key role in the first and last impression on our guests
• Provides excellent customer service by being readily available/approachable for all guests
• Stocks inventory
• Ensures the lobby and surrounding areas are meeting hotel standards
• Provides procedure services of check in and check out with consistency, but more importantly with a positive personal approach. Guest room orientation and guidance of in-room operations when required
• Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service.
• Performs other duties, as assigned, to meet business needs
• Delivers superior telephone service, following and building on industry best practice standards, answering all calls in a timely and professional manner.
• Deliver on-call items to guest rooms when required, and support Bell Services, Housekeeping Services and all other departments as required.
• Helps guests with luggage and valet vehicles as needed
• Keeping confidentiality of hotel reservations

Qualifications

• University Degree an asset. Hotel Management/Hospitality Degree an asset
• Must be eligible to work in Canada
• Customer Service/Communication Skills: Ability to talk, listen and help resolve conflicts with guests. An expert communicator will be able to listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue to provide the guest with an elevated guest experience
• Positive, organized, detail focused
• Possess a positive attitude and works well with other team members
• Serving it right certificate: Legal age to disburse alcohol
• First aid level 1 or CPR training
• Patience: Ability to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
• Solid understanding of computers, internet and technology
• Problem-Solving Skills: Able to solve customer issues and anticipate guest needs.
• Minimum of 1-year experience as a Guest Service Associate
• 2 + year’s customer service experienced
• Must be willing to work in Kamloops, BC
• Have a collaborative mindset to work within a dynamic team

Working conditions

• Fast-paced environment
• Variety of hours- morning, afternoon, evening, weekends, weekdays, holidays
• Standing in a static position for long periods of time

Physical Requirements

• Ability to reach, bend, stoop and frequently lift to 50 pounds
• Ability to stand for long periods of time

PI229524935