customer service Archives

Guest Service Agent (Bell Person) – Hilton hotel Toronto Airport Canada

On: September 22, 2023September 22, 2023 By: admin

JOB DESCRIPTION
A Guest Service Agent is responsible for transferring and storing guest luggage and responding to guest requests in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing?
A Guest Service Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

Welcome Guests on arrival and assist with their luggage
Escort arriving and departing guests to and from their accommodations
Oversee delivery and safe keeping of luggage, keep the luggage room in order
Inspect guest rooms and acquaint guests with these rooms and their features
Stay current on all hotel services as well as VIP requirements and special events
Demonstrate current knowledge of external locations, attractions and landmarks in the vicinity
Project a professional manner with an emphasis on hospitality and guest service
Respond to guest inquiries and requests in a timely, friendly and efficient manner
Assist in the maintenance, appearance and functionality of the equipment
Comply with all hotel security, fire regulations and Health and Safety legislation
Assist fellow team members and other departments wherever necessary to maintain positive working relationships
Other duties as assigned by management
What are we looking for?
A Guest Service Agent serving Hilton Brand hotels are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

Positive attitude and communication skills
Ability to work flexible hours
Ability to work under pressure
Ability to work on own and as part of a team
Commitment to respond to Guest requests and deliver high levels of service
Excellent grooming standards
Ability to lift luggage weighing 50-55 lbs
Class G licence is required
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Previous experience working within a hotel
What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

ACCESSIBILITY Hilton Hotels and Resorts are committed to providing equality of services, access to facilities for all our guests. For more information on this hotel’s Accessibility for Ontarians with Disabilities Act (AODA) policy and plan please contact the hotel at AODA_Hiltons_In_Canada@hilton.com or call 1-844-217-AODA

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Receptionist – P&O Cruises

On: January 17, 2022August 15, 2023 By: admin

Receptionist
Department: Front Office
Brand: P&O Cruises
Date posted: 19-02-2018
Note: STCW 2010 Courses are now mandatory to apply for this position!

Primary Responsibility of the Role:
Provide a smooth and efficient passenger check-in service, ensuring the highest levels of customer service are provided at all times. Register passenger credit cards or other payment methods to personal accounts and ensure all charges are correctly entered onto passenger folios. Collect payments for outstanding passenger charges at the end of each cruise ensuring accurate settlement, and deal with account queries in a timely and effective manner.

Provide a cash handling service through the Reception desk, including foreign exchange transactions for passengers. Accurately maintain and balance a cash float and account for any variances.
Effectively handle passenger enquiries, provide advice on the ship’s layout and facilities and present tours and ports information including disembarkation procedures as required. Record and receive lost property, operate the ship’s switchboard as requested and resolve passenger complaints in a timely and effective manner. Liaise with onboard departments to meet passenger’s special requests. Attend Front of House meetings and assist with immigration inspections as required. Provide administrative support to the customer service department when required and ensure the Reception area is kept clean and tidy at all times.

Key Responsibilities & Duties:

Core Knowledge & Skills

Recognised hotel qualification – Hotel or Hospitality Management is desirable
Previous experience in a similar role, preferably within a busy 4 / 5 star hotel or cruise ship environment is essential
Previous cash handling experience
Strong computer skills, proficient in the use of MS office software
Strong administration background
Good command of written and spoken English
Technical
Adapt quickly and remain calm when passenger requirements or demands change, ensuring a quick resolution is achieved
Identify opportunities to do extra for passengers, independently, or in collaboration with colleagues
Make and suggest adjustments to the service in response to passenger feedback and understanding of the passenger profile for the cruise
Accurately and efficiently handle passenger account queries, payments and credit queries
Accurately count cash and record amounts correctly
Register passenger credit cards or other payment methods
Accurate billing of onboard services i.e. laundry Maintain and balance cash floats accurately
Accurately and efficiently handle foreign currency exchange for passengers
Follow all relevant shipboard Accounting procedures in relation to the Reception desk

F&B Server – Costa Cruises-Europe

On: January 17, 2022August 15, 2023 By: admin

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F&B Server
Department: Food & Beverage Service
Brand: Costa Cruises-Europe
Date posted: 12-03-2018

Main Duties & Responsibilities
Puts guests and internal clients at the center. Is service driven. Ensures an excellent service quality. Makes sure expectations are exceeded in line with brand positioning.
Assures that the Dining Room is arranged as from manual by supervising the assigned area and by controlling the mise en place
Guides the Guest through the use of menu , takes the order and serves food and beverage for the assigned station during the service periods in order to provide a timely and excellent service with good salesmanship
Supervises the Assistant Waiter to pay attention to assigned tables in order to assure that food and beverage (i.e. bread, butter, water, wine) are always available to Guests

During the service supervises that tables are maintained clean and tidy, following the sequence provided by the manual
Cleans and sanitizes all areas and furniture of Restaurant as directed following sanitation standard (HACCP)
When needed at the Buffet area provides refilling, cleaning and loading of the assigned station and carries the materials for maintaining the standard of service
Provides professional, speedy and courteous service to the Guest and gives information related to services/areas and during embarkation day accompanies Guests to assigned table
Responsible to set up and provide service to beverage station according to demand itinerary and season
Takes active part in a work environment that support a successful safety culture. Is a dynamic contributor in following safety policy and procedures

Guest Relations Manager – The Fairmont Jasper Park Lodge – Canada-Jasper

On: October 9, 2019 By: admin

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Job Description – Guest Relations Manager (JPL03496)Employee Status:
Regular
Guest Relations Manager
Providing engaging- sincere- personalized service is one of the ways our Front Office Colleagues are turning moments into memories at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager- where you will lead- train and recognize your team in support of exceptional guest service!
Hotel Overview:
Fairmont Jasper Park Lodge is surrounded by the snow capped mountains and enchanting lakes of Jasper National Park; a UNESCO designated World Heritage Site which includes the #1 Best Golf Resort in Canada by the readers of SCOREGolf Magazine- a newly redesigned Fairmont spa-
9 food and beverage outlets- and many outdoor activities which are right outside your door. No matter what time of year you visit Fairmont Jasper Park Lodge- you can expect to be a part of |The True Rocky Mountain Experience|.
Summary of Responsibilities:
Reporting to the Front
Desk Manager- responsibilities and essential job functions include but are not limited to the following:
Consistently offer professional- friendly and engaging service
Provide day to day operational and managerial support for Front Desk- Royal Service and Tours department and ensure all service standards are followed

Consistently offer professional- friendly and engaging service

Assist the Front Office Manager in all aspects of the department

Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines

Communicate through pre-shift logs- emails and departmental meetings all pertinent information for the respective shift and areas of operation

Train- inspire- develop- and recognize Front Office division colleagues including Front Office- Royal Service and Tours.

Assist guests regarding hotel facilities in an informative and helpful way

Review arrivals- ensure that special requests are met and service is anticipatory

Ensure accurate billing is completed upon guest departure

Act as a liaison for all departments within the hotel

Follow all safety policies- including emergency procedures and vehicle policies

Support Company and Hotel policies and procedures including
promoting and participation in Employee Engagement Survey (EES)- Fairmont Standards which include LQA- Health and Safety- and Voice of the Guest (VOG) initiatives

Responsible for performance management including one on one coach & counsel sessions- maintaining performance logs and conducting performance reviews

Establish initial department training as well as ongoing training on new systems- programs and processes in the department

Ensure service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
Ensure all key control procedures are followed
Handle Guest concerns and react promptly- logging- notifying proper areas and ensuring the utmost satisfaction in resolutions
Assist in growing Fairmont President Club membership and soon to be Le Club Accor-
Driving GOP through meeting or exceeding the upgrade and walk in goals
Balance operational- administrative and Colleague needs
Follow all safety policies

Other duties as assigned

Qualifications

Previous leadership experience in a Front Office Operation or similar capacity required
Excellent knowledge of Front Office and Hotel procedures required
General knowledge of key departments- including Housekeeping and Maintenance an asset
Previous PMS experience required
Computer literate in Microsoft Window applications required
University/College degree in a related discipline an asset
Ability to work flexible days and hours
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs- remaining calm and courteous at all timesVisa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Service Express Agent – The Westin Ottawa – Canada

On: September 8, 2019October 2, 2019 By: admin

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Job Number 19124148
Job Category Rooms and Guest Services Operations
Location The Westin Ottawa| 11 Colonel By Dr| Ottawa| Ontario| Canada

Brand Westin Hotels & Resorts
Schedule Part-time
Relocation? No
Position Type Non-Management/Hourly
Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.

Job Summary

Follow all company policies and procedures; ensure uniform and personal
appearance are clean and professional; maintain confidentiality of proprietary
information; and protect company assets. Welcome and acknowledge all guests
according to company standards| anticipate and address guests| service needs|
assist individuals with disabilities| and thank guests with genuine
appreciation. Speak with others using clear and professional language| and
answer telephones using appropriate etiquette. Develop and maintain positive
working relationships with others| and support team to reach common goals.
Comply with quality assurance expectations and standards. Read and visually
verify information in a variety of formats; stand| sit| or walk for an
extended period of time or for an entire work shift. Move| lift| carry| push|
pull| and place objects weighing less than or equal to 10 pounds without
assistance. Perform other reasonable job duties as requested by Supervisors.

Assistant Front Office Manager / Guest Relations Manager – Fairmont Pacific Rim – Canada-Vancouver

On: August 18, 2019October 2, 2019 By: admin

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Job Description – Assistant Front Office Manager / Guest Relations Manager (VPR03012)Employee Status:
Regular
Do you want to…
Lead an extraordinary Front Office team-
Elevate your career with a global luxury brand offering extensive development opportunities-
Utilize global perks & privileges & enjoy a competitive salary + attractive benefits package-
Then you might be our next
Guest Relations Manager
In your new role- you will model our values of respect- integrity- teamwork and empowerment – and your leadership will facilitate extraordinary careers and lasting memories for your Front Office and hotel teams.
Hotel Overview:
At the ocean|s edge- a modern oasis- the Fairmont Pacific Rim is the most remarkable address in the city with its breathtaking harbour views- luxurious accommodation- rave-worthy cuisine and warm hospitality
Reporting to the Front Office Manager- the Guest Relations Manager is responsible for ensuring the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office and Rooms Division. The Guest Relations Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

Support the Front Office Manage

in running a successful operation

Consistently offer professional- friendly and engaging service
Take lead in answering any guest inquiries and any guest recovery that may arise
Promote positive colleague relations
Complete managerial tasks such as scheduling- payroll- performance management & coaching
Ensure Brand- Service & safety standards as well as procedures are adhered to
Provide guidance & support to Front Desk- Royal Service- Fairmont Gold- Guest Services & Security
Communicate all pertinent information to the respective groups
Actively seek feedback to further enhance day to day operation
Other duties as assigned

Qualifications:

Minimum of 1 year previous Front Office Supervisory experience preferred

Passion for guest service
Excellent English written and verbal communication- interpersonal and leadership skills
Highly organized- results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma in Hospitality Management is an asset
Strong guest service and training skills background required
Ability to work independently- prioritize responsibilities and multitask
Experience with a Hotel loyalty program an asset
Should possess or seek certification in basic first aid
Computer proficiency in Opera & MS Office (Word- Excel- PowerPoint)
Be familiar with Fire Safety practices and emergency procedures

Visa Requirements:
Must be legally eligible
to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.