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Guest Service Agent

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Job Order #: 5686844

Employer Name:
Wage/Salary Info:
Posted Date:
# of Positions:
Employment Terms:
Full/Part Time
Length of Employment:
Grade 12
1-2 Years
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Employer Name:

Contact Name:
May Lee Roberts

Contact Fax:
306 545 9776

Contact Email:


Position:        Guest Service Agent
Reports to:        Rooms Manager
The reception desk is a first impression of any organization and is very important as a guest will  judge a hotel by how the front desk operates. This is especially true of the hospitality industry where the first impression is definitely the lasting impression.  People in this position are required to be professional, hands-on and very pleasant, even in the event of adversity.  They greet guests and provide registration information, create reservations and provide ongoing guest service throughout the guest's stay.
Responsibilities :
    Greet guests as they arrive insuring the 15-5 rule is followed
    Manage the registration process with accuracy and efficiency
    Ask for identification and ensure the provided credentials are accurate
    Handle guest check-ins and check-outs appropriately
    Operate hotel switchboard, take calls and provide information and transfer calls
    Manage accurate accounting of all rooms
    Provide guests with room keys
    Process reservations over the telephone, through emails and in person
    Answer queries regarding the hotel services, charges, dining facilities, sports facilities and travel directions
    Refer guests to appropriate departments to resolve complaints or provide suggestions
    Compute bills and take payment
    Provide guests with directions around the hotel
    Contact housekeeping and maintenance departments when a problem is reported
    Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
    Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift
    Complete other duties as assigned

Criminal record check required


Skills and Abilities

Essential Skills
 - Significant use of memory
 - Continuous learning
 - Computer use
 - Finding information
 - Job task planning and organizing
 - Critical thinking
 - Decision making
 - Problem solving
 - Working with others
 - Oral communication
 - Writing
 - Numeracy
 - Document use
 - Reading text
Specific Skills
 - Follow emergency and safety procedures
 - Provide information about services available in the community
 - Provide general information about points of interest in the area
 - Clerical duties (i.e. faxing, filing, photocopying)
 - Keyboarding
 - Customer service oriented
 - Work with minimal supervision
 - Arrange services required for guests with special needs
 - Balance cash and complete balance sheets, cash reports and related forms
 - Investigate and resolve complaints and claims
 - Process wake-up calls
 - Process telephone calls
 - Process guests' departures, calculate charges and receive payments
 - Process group arrivals and departures
 - Provide information on hotel facilities and services
 - Register arriving guests and assign rooms
 - Store and retrieve luggage
 - Take, cancel and change room reservations
Work Setting
 - Hotel
Work Location Information
 - Urban area
Security and Safety
 - Bondable
Type of Bookkeeping and Accounting
 - Cashiering
Business Equipment and Computer Applications
 - Computerized reservation system
 - Database software
 - Spreadsheet software


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