Front Desk Agent
Banff Aspen Lodge - Banff, AB

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Duties & Responsibilities: (please check off each line as it is read)
__* Report for duty on time (10 minutes before shift starts), in a clean & pressed uniform, and having a tidy appearance
__* Be familiar with all Banff Aspen Lodge accommodations and facilities
__* Know, understand and complete appropriate shift checklists
__* Complete your training list and submit to FOM within 4 weeks of hire.
__ *Follow BAL “Code of Conduct” with respectful & procedural handling of personal information requests.
__* Use approved methods for selling rooms, making reservations, processing deposits and sending confirmations
__* Market and Sell the Banff Aspen Lodge over the phone and in person. Know your product and be proud of it.
__* Prepare arrivals & co ordinate departures
__* Accept and balance payments for all shifts worked. Till & float counts are performed at the beginning and end of each shift. You
will be required to complete an Employee Audit for each shift worked.
__* Keep track of master keys and room keys during your shift. Keys must be signed out and back in.
__* Communicate with other departments. Be sure to inform Maintenance & Housekeeping if guests report room deficiencies.
__* Pass on to following shift any relevant information, pass-over to be completed on departure and arrival of each shift.
__* Ensure lobby, fireplace lounge, kitchen and front office areas are clean and organized.
__* Be prepared to take on any other associated duties as required including training new staff when necessary.
__* Shifts could be changed according to business & employees needs. Shifts vary
Reservations, Revenue Generation & Guest Relations
__* Keep files neat, organized and up to date.
__* Monthly filing tasks to be completed on the 1st day of each month.
__* Understand and follow approved Diamond Formula for selling rooms.
__*Check RESERVATIONS computer emails for incoming reservation requests and enquiries during your shift. Print & file.
__* Input or file reservation requests received by fax or email during your shift
__* Complete Extranet confirmations with website access-See Reservations binder for instructions
__* Ensure guest messages are forwarded to them promptly.
__* Check in & check out guests as necessary
__* Be informed about local attractions and events and how to access additional information. You are hotel concierge!
__* Give the best service and assistance to all hotel guests and visitors.
__* Make guests feel welcome by exhibiting and maintaining a positive, friendly and courteous attitude at all times.
__* Keep clear and concise records of complaints or disturbances by completing the approved Incident Report. Make Front Office
Manager and General Manager aware of all incidents.
__* Handle guest inquiries and complaints in a professional manner, consistent with hotel policy
Hotel Safety
__* Do security checks on property as specified on NA & PM checklists.
__* Know and understand all hotel policies, including Health & Safety, Environmental, Privacy Act.
__*Understand & know your part in all hotel programs, emergency plans & safe work practices.