Guest services representative

DUTIES AND RESPONSIBILITIES:

• Develop and maintain a comprehensive understanding of the guest experience and their needs. - Respond to guest inquiries in a professional manner. - Monitor guest feedback and use it to identify areas of improvement and opportunities to enhance the guest experience. - Collaborate with marketing and sales teams to promote the guest experience and share success stories. - Assist with the smooth running of front office operations, including check-ins and check-outs. - Create and implement guest experience strategies and initiatives to improve guest satisfaction and loyalty. - Assist with special events and meetings being held on the property. - Address guest inquiries, requests and concerns promptly and professionally. - Provide information about property facilities and local sites to explore. - Ensure work areas and the property are kept clean and safe. - Other related duties as required. KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication skills to interact with guests and team members. - Ability to work independently as well as a part of a team. - Committed to upholding the company’s core values in all interactions. - Proficiency in computer systems and software used for reservation management and guest communications, such as cloudbeds , lightspeed and taking payments through. - Attention to detail to maintain a high standard of cleanliness and organization. - Exceptional interpersonal, communication and conflict-resolution skills. - Strong organizational, time management and multi-tasking abilities. - Proven experience in a customer service role, preferably in a hotel or similar setting. TRAINING, EDUCATION AND EXPERIENCE:

• An equivalent combination of education and experience will be considered an asset. - A combination of post-secondary schooling and or experience in tourism or business management.