BHTM Summer 2020 Internship, Keltic Lodge, Ingonish Cape Breton: GUEST SERVICES AGENT

Position Summary: The main functions of the Guest Services Agent are to check guests into and out of the hotel, and operate the switchboard to ensure efficient communication within, to, and from the hotel. The Guest Services Agent must maintain a welcoming attitude and welcome all service questions and requests. He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures

Accountabilities: The Guest Services Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests, collecting monies for services rendered during a guest stay, routing all calls appropriately and politely, taking messages accurately, handling fax transmissions appropriately, and for meeting many other guest needs during their stay.

Qualification Standards

Education & Experience:

• Experience in a hotel or a related field helpful
• High School diploma or equivalent required
• College course work in related field helpful
• Previous customer service experience required

Tools & Equipment:

• Computer, Credit Card Authorization machine, copier, scanner, other office equipment, telephone, two way radio
• Ability to work in Excel, Word

Physical Requirements:

• Long hours sometimes required
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Near Vision – The ability to see details at close range
• Ability to bend, stretch, twist or reach with your body and arms
• Must be able to stand and/or walk for lengthy periods of time without leaning

Mental Requirements:

• Oral and Written Comprehension and Expression – Must be able to convey & understand information and ideas in English
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning – Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, which include wearing the proper business attire.

• Comply at all times with standards and regulations to encourage safe and efficient hotel operations
• Positively interact with hotel guests
• Check guests into or out of the hotel
• Confirm credit and payment method at check in
• Confirm full payment at check out
• Log all requests and confirm completion
• Direct guests to daily functions within the hotel
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention 

Keltic Lodge at the Highlands functions 7 days a week, 24 hours a day from mid May to mid October. 

To Apply please send resume and cover letter to Student_jobs@cbu.ca