Full job description

As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend!

OVERVIEW:

The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.

RESPONSIBILITIES:

• Assist guests with the check-in/check-out process by assigning rooms, taking payment, and accommodating any special requests/requirements.
• Thoroughly understand and adhere to proper credit card policies and procedures.
• Understand room status and room status tracking utilizing the Property Management System (PMS).
• Familiar with all room types, locations, and room rates available to guests as well as all hotel services.
• Must have a mind for sales and present options and alternatives to guests while assisting with the decision-making process. Using suggestive selling techniques, the Guest Services Agent promotes hotel services and upgrade options to guests in an attempt to maximize revenue.
• Coordinate room status and updates with the housekeeping department through notification of unexpected departures, late check-outs, early arrivals, and any special guest requests.
• Possess an understanding of the reservations department and be able to perform regular reservations duties such as creating/cancelling a reservation while adhering to hotel policies.
• Understand how to use all front office equipment.
• Perform cashier related functions including, but not limited to, posting guest charges, invoice settlement, and issuing deposit refunds.
• Work closely with the Maintenance department in communicating guest room deficiencies as indicated by hotel guests.
• Assist guests with concierge duties such as making dining reservations, recommending attractions and local restaurants, booking transportation to and from the airport, etc.
• Maintain the highest level of customer service and display professionalism at all times
• Display appropriate two-way radio etiquette at all times
• Ability to maintain confidentiality of hotel guests and pertinent hotel information.
• Must have comprehensive understanding of hotel emergency procedures.
• Other tasks as assigned.

QUALIFICATIONS:

• Professional attitude and the ability to follow instruction required.
• Ability to work under pressure and under tight deadlines.
• Detail oriented and the ability to work independently.
• Must speak, understand, and write fluently in English. Bilingualism is an asset.
• Experience working in a fast-paced Hotel setting is preferred.
• Excellent interpersonal and communication skills, both written and verbal
• Knowledge of Hotel PMS is an asset (Opera)
• Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook) required.
• Tourism Management degree from an accredited facility preferred.