Front Desk Agent

The Front Desk Agent sets the tone for Sonesta’s mission of “Wowing” our guests with Amazing Moments. The role’s primary responsibility is to operate the front desk (including check in/checkout) and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction.

The ideal candidate has a passion for hospitality and going beyond for our guests.

Work Environment

· Must be able work in a fast-paced environment.

· Guest-facing position standing behind desk.

· Front Desk, Other areas as needed

Physical Demands

• Must be able to exert up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Expected Hours of Work

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights) but this position will be predominately be scheduled for days

Education and Experience

· High School diploma or equivalent required, plus one-year front desk/guest service experience. Some college preferred.

· Must speak fluent English. Other languages preferred.

· One year of previous hotel experience preferred.

Principle duties and responsibilities (Essential Functions) include:

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer phones in a prompt and courteous manner.
• Welcome guests in a friendly, prompt and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Qualifications and Skills

· Professional verbal communication skills.

· Excellent interpersonal and customer service skills, including dealing with difficult guests.

· Excellent organizational skills and attention to detail.

· Experience with Microsoft Office and Opera systems preferred.

· Basic math skills are used frequently.

·Problem solving, reasoning, motivating and training abilities are often used.

Go Beyond @SonestaHotels WHO WE ARE
We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance in housing and record of offenses ( in employment ) or any other characteristic protected by local ,or provincial, federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Accessibility for Ontarians with Disabilities Act (AODA)

The Yorkville Royal Sonesta Hotel is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you need accommodation, please let Human Resources know.

Work Remotely

• No

Job Types: Full-time, Permanent

Pay: $21.78-$24.21 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Work Location: In person