Front Desk Agent
Pinnacle Hotel at the Pier - North Vancouver, BC

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Given the nature of the Pinnacle Hotel at the Pier as a unique, boutique style property, a Front Desk Clerk must be a multi-functional individual who is driven to always exceed our guests’ expectations with an attention for detail. The individual possesses strong interpersonal skills and a positive attitude towards their work and their fellow colleagues handling extreme pressure situations as they occur. Computer and word processing are necessary along with decision-making and problem solving skills.

Specific Duties and/or Job Responsibilities:
 Provide courteous, prompt, professional and attentive guest service up to 5 Diamond Standards at all times whilst on the desk developing a personal rapport to learn about their needs and expectations during the stay assisting them with any concierge style requests.
 Promote the property in your interactions and possess a sound knowledge of the surrounding area and activities
 Maintain a good working relationship and communication amongst all colleagues and departments
 Keeping yourself aware of procedural and/or policy changes by reviewing the log book and memo board upon shift arrival; record important and relevant items as required therein
 Cashiering duties including posting charges, handling an individual cash float, debit, credit cards and billing settlements rectifying any/all outages and/or shortages before the conclusion of your shift
 Completion in detail of all duties contained within either the AM, PM Front Desk Checklist
 Keep the lobby, front desk and back office areas clean and clear of clutter
 Answer and direct the multi-line telephone console calls in a professional and consistent manner responding to any inquiries and/or reservation bookings
 Welcome guests to the hotel upon arrival using their name, present registration card confirming room rate/type, address details & number of guests, establish credit and offer of luggage assistance to the room
 Addressing and resolving guest concerns in a timely manner escalating issues to the Manager on Duty when you are unable to do so
 Ensure the delivery of all guest facsimiles, messages and personal wake-up calls
 Check for, review and input any reservations received on the fax machine and over the telephone during your shift
 Process departures from the hotel including confirmation of payment, recognition of guest name, satisfaction of guest stay and assistance with any luggage, valet or taxi needs
 Take delivery of any packages and/or mail received at the Front Desk for in house and arriving guests or other departments as required arranging for prompt delivery through the Bell staff
 Must possess fluent knowledge of the city and geography, keeping abreast of arts & entertainment and local trends, restaurants & tourist attractions
 Maintain and update the hotel’s database of Concierge related directories on an ongoing basis
 Maintain a Concierge binder of all events for the Front Desk on a calendar basis and ensure desk collateral and information are updated and current for museums, attractions, maps & other local tourism venues
 Maintain and address all incoming Concierge Email submissions in connection with hotel services, hours of operation, in-house events etc.
 Maintain, update and print selected restaurant menu selections on an ongoing basis
 Maintain and update the hotel’s database of Concierge related directories on an ongoing basis
 Complete all duties in a expedient fashion as assigned by the Guest Services Manager

Job Requirements
 Self motivated, responsible, organized and task oriented.
 Fluent in English. Proficiency of a second language would be an asset.
 Knowledge of Microsoft Word, Excel and Outlook.
 Ability to work flexible hours when called upon to do so.
 Must be able to stand or sit for an 8 hour shift.
 Ability to work in a team environment.
 Must have a passion for delivering outstanding guest services.
 Must be able to lift 50 pounds.
 Assist with the monitoring of the security cameras.

Education & Experience
 1-2 years working in a hotel environment in a hospitality related industry in a front office
 Experience with Maestro PMS is preferred but, not necessary
 Occupation First Aid Level 1
 College education in hospitality is preferred.

We value your interest. However, only those applicants selected for an interview will be contacted