PRIMARY FUNCTIONS
Reporting to the Guest Services Manager, the Guest Services Agent is the first point of contact for our guests and plays a vital role in ensuring a seamless check-in and check-out process. This position is ideal for someone with strong communication skills, a warm and welcoming demeanor, and a passion for customer service.
This position includes days, evenings, weekends and holidays.
RESPONSIBILITIES AND ESSENTIAL DUTIES:
Greet guests warmly and professionally upon arrival and departure.
Perform check-in and check-out procedures accurately and efficiently.
Answer incoming phone calls, assist with reservations, and respond to guest inquiries.
Provide information about hotel services, amenities, and local attractions.
Handle guest requests, concerns, and special accommodations in a timely and courteous manner.
Process payments, issue room keys, and maintain guest records.
Coordinate with other departments to fulfill guest needs and ensure satisfaction.
Maintain a clean and organized front desk and lobby area.
Follow all safety, security, and operational procedures.
QUALIFICATIONS:
Previous experience in customer service or hospitality is preferred.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Proficient with basic computer systems; experience with hotel reservation software is an asset.
Professional appearance and demeanor.
Ability to work well under pressure in a fast-paced environment.
Availability to work flexible shifts, including evenings, weekends, and holidays.
CORE COMPETENCIES:
JOB SPECIFICATIONS AND SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Interpersonal Skills: Maintains confidentiality; actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work independently and under pressure or stressful situations.
Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.
Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency, and thoroughness.
Cost Consciousness: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate and ethical reporting of company finances.
Ethics: Treats people with respect; inspires the trust of others; Works ethically and with integrity; Upholds organizational values.
Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Safety and Security: Observes safety and security procedures and policies; Reports potentially unsafe conditions; Uses equipment and materials properly. Must be able to provide a security/criminal clearance from local authorities.
Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to required hours of work when necessary to reach goals. Flexible to work a variety of shifts.
Initiative: Takes independent actions and calculated risks; Asks for and offers help when needed.
Innovation: Generates suggestions for improving work.
Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
PHYSICAL DEMANDS:
Physically fit and able to push, pull, lift to 50+ lbs. on occasion and to bend and kneel with comfort. Lifting - Under 20lbs 50% of work time, Carrying - Over 20lbs 10% of work time, Pulling - Over 20lbs 50% of work time, Bending, standing, reaching, and kneeling.
WORK ENVIRONMENT:
The work environment is a hotel setting, which has the following conditions: medium-high noise environment; high traffic area for internal guests, exposure to moving parts and equipment such as vacuum, steam cleaner, washer, and dryer. Potential exposure to theft and/or belligerent guests. Exposure to chemicals. Frequently working in areas of high temperatures around heavy equipment. Exposure to sharps and biohazards.
Nova Perks:
About us
Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.
We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.