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
__* 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
__* Keep track of master keys and room keys during your shift
__* 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
__* Input reservation requests received by fax or email throughout 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
__* 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
__* Do security checks on property as specified on N/A checklist. Do periodic security checks on the PM shift.
__* 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.