Customer Experience Agent

This Front Desk Agent is responsible for registering guests into the hotel and checking out departing guests, acting as an ambassador to the Pan Pacific at all times.

• Register guests arriving to the hotel and checking out departing guests.
• Provide courteous, prompt, professional and attentive guest service at all times, developing a personal rapport with guests; ensuring they receive a positive first and last impression of the Hotel.
• Cashiering duties including posting charges, handling individual cash float, debit, credit cards and billing settlements at the end of the shift.
• Answer and direct multi-line telephone console calls in a professional and consistent manner to solve any inquiries and/or reservations bookings.
• Take delivery of any packages and/or mail delivered to the Front Desk for in house and arriving guests and arranging for prompt delivery.
• Enter data into the computer; store luggage; report equipment problems and/or damage.
• Provide local information to the guests, keeping abreast of arts & entertainment and local trends, restaurants and tourist attractions.
• Interacts with other departments in a professional and courteous manner.
• Ensures that assigned duties are completed during the course of a shift; restocks all necessary items during the course of a shift
• Understands the need and willingness to work in other related departments during peak periods as required (i.e. Service One, Reservations, Pacific Club and Concierge)

• Perform other job-related duties and special projects as assigned

• Must possess excellent interpersonal skills with excellent communication and observational skills; contributes an energetic and positive attitude to the hotel atmosphere.
• Must have demonstrated the ability to work effectively under pressure and have the ability to handle high volumes of challenging guest-related interactions with professionalism.
• Must be extremely well organized and detail oriented; ability to be able to balance technical and guest service successfully is critical.
• Maintain highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other associates; Maintain professional business confidentiality as required.

• Previous experience in a guest service position and/or front desk experience are preferred.
• Ability to sell and/or up-sell; sound knowledge of hotel policies and procedures including safety procedures; cash handling skills; knowledge of Hotel rates and other relevant information
• Opera experience is considered a strong asset
• Fluent written and spoken English is mandatory; additional language(s) is considered an asset
• Serving It Right Certificate is a requirement