Overnight Front Office Reception Agent

Job summary

Welcome and check in guests, settle accounts, respond to inquiries, and provide helpful information about hotel facilities while maintaining service standards. Conduct night audit procedures, manage guest requests and complaints through resolution, handle cash and currency exchange, monitor communications, and promote room upgrades.

Job details

Company Description Who We Are: Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination. Job Description First impressions are everything! Are you a hospitality professional seeking an opportunity to advance your current skills and abilities? As An Overnight Front Desk Reception Agent you will have the opportunity to work with a dynamic team consistently providing outstanding service and creating genuine and lasting memories! Starting Rate: $21.31 per hour We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $27.68 What you will be doing: Greet, check in and settle guest accounts while ensuring all service standards are followed Document all guest requests, complaints or issues immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction Conduct Night Audit Procedures Assist in monitoring the switchboard phone line and answering calls/responding via other communication platforms Responsible for maintaining personal cash float used to assist guest with transactions and currency exchange Assist guests regarding hotel facilities in an informative and helpful way Respond to each Guest who approaches the Reception Desk Drive rate through up-selling room brands The role involves physical activity, including standing for extended periods, bending, and occasionally lifting items weighing up to 45 pounds. Other duties as assigned Qualifications Your experience and skills include: Ability and willingness to work a variety of shift work, including statutory holidays & weekends, evening and mornings. Previous experience as Night Audit or Front Desk Reception Agent an asset Previous Property Management System (PMS/OPERA CLOUD) experience an asset Proficient in the English language (verbal & written), second language an asset Must display strong communication, analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously Strong interpersonal and problem solving abilities Ability to focus attention on guest needs, remaining calm and courteous at all times Must be able to stand throughout shift while typing and talking on the phone Additional Information Job Perks & Benefits: Subsidized staff accommodation provided on-site for full time status employees One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal) Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation for full time permanent status employees Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization. APPLY TODAY: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs and the extraordinary opportunities that exist within our resort! We encourage you to let us know if you require any accommodations through the application/recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected] Job-Category: Rooms Job Type: Permanent Job Schedule: Full-Time

What you’ll do

Welcome and check in guests, settle accounts, respond to inquiries, and provide helpful information about hotel facilities while maintaining service standards. Conduct night audit procedures, manage guest requests and complaints through resolution, handle cash and currency exchange, monitor communications, and promote room upgrades.

Requirements

Candidates should be able to work varied shifts, including nights, weekends, and statutory holidays, and remain calm, courteous, and focused on guest needs. Previous night audit or front desk experience and OPERA Cloud experience are assets; strong communication, analytical, organizational, administrative, interpersonal, and problem-solving abilities are required, along with the ability to stand throughout the shift and lift up to 45 pounds occasionally.

Benefits

• Subsidized Staff Accommodation
• Complimentary Meal Per Shift
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Mental Health Benefits
• Orthodontic Benefits
• Fertility Drug Benefits
• Gender Affirmation Benefits
• Defined Contribution Pension Plan With Employer Matching
• Employee Travel Discounts
• Discounted Food And Beverage
• Fitness Centre Discounts
• Spa Discounts
• Golf Course Discounts

Listed skills

• Cash handling · Preferred
• Upselling · Preferred
• Communication · Preferred
• Organization · Preferred
• Problem solving · Preferred
• Multitasking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Guest Check-In And Checkout
• Night Audit Procedures
• Guest Account Management
• Guest Service
• Complaint Resolution
• Property Management Systems
• OPERA Cloud
• Switchboard Operation
• Cash Handling
• Currency Exchange
• Upselling
• Communication
• Analytical Skills
• Organization
• Problem Solving
• Multitasking
• Communication Platforms
• Administrative Functions
• Service Standards
• Shift Work
• Auditing
• Mental Health
• English Language
• Orthodontics
• Typing
• Switchboard Operator

Job areas

• Hospitality
• Customer Service & Support
• Front Office Receptionist
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks

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