GUEST SERVICE AGENT LEAD, Niagara Regional Municipality (Fonthill)

PROPERTY is currently seeking a POSITION to join our growing team! This is a great opportunity that can provide flexibility, valuable work experience, and a chance to work with a tenured team.

Job Title: Guest Service Agent Lead

Location: Niagara-on-the-Lake, ON

Property: Prince of Wales

This posting is for an existing vacancy within Lais Hotel Properties Limited.

Position Summary To assist the Front Office Manager and Assistant Front Office Manager with the daily administrative and operational activities required for guest services including check in/out for a superior quality hotel and conference facility.

Duties and Responsibilities Primary Responsibilities

Providing personalized and exceptional guest service at every given opportunity

Meeting established up-selling and sales goals

Performs all duties of a Guest Service Agent

Supervises and Schedules Team Members on a daily basis (Guest Service Agents and Bellpersons)

Processes cash, credit card and/or debit card payments

Coordinates room availability with reservations and other departments

Processes daily cash reports and occupancy reports as required

Assists guests with questions, or concerns regarding the area, the hotel and/or amenities if required

Answers and forwards telephone calls to the appropriate department and/or roomWorks closely as a liaison with other departments such as housekeeping, conferences and/or sales department, restaurant and other departments as required

Assists the Front Desk Manager with human resources functions relative to interviewing, screening, and selection of new Team Members

Has a thorough understanding and knowledge of the relevant section(s) regularly to assist SFM in conducting the service and skills training sessions for new and existing team members

Assists in ordering supplies and monitoring proper par stocks for the Front Desk

Having a thorough knowledge of Lais Hotel Properties’ products and services

Suggesting additional products and services meeting our Guests’ specific preferences

Assessing Guests’ individual needs to meet standards for additional products and services

Actively seeking ways to meet Guests’ product or service needs

All other duties as assigned

Health and Safety Responsibilities

A worker shall,

work in compliance with the provisions of the Occupational Health&Safety Act and the regulations;

Use or wear the equipment, protective devices or clothing that the worker’s employer requires to be used or worn;

Report to his/her employer or supervisor the absences of or defect in any equipment or protective device of which the worker is aware and which many endanger himself, herself or another worker; and

Report to his/her employer or supervisor any contravention of the Occupational Health&Safety Act or the regulations or the existence of any hazard of which he/she knows

No worker shall,

remove or make ineffective any protective device required by the regulations or by his/her employer without providing an adequate temporary protective device and when the need for removing or making ineffective the protective device has ceased, the protective device shall be replaced immediately;

use or operate any equipment, machine, device or thing or work in a manner that may endanger himself/herself or any other worker; or

engage in any prank, contest, feat or strength, unnecessary running or rough and boisterous conduct

Comply with all Lais Hotel Properties’ health&safety policies

Do not operate any equipment/machinery without given proper instruction and authority to do so

Horseplay and running will not be tolerated at any time

All personal protective equipment will be properly worn

All personal protective equipment will be worn in the appropriate departments

Do not climb any of the racking systems

Do not ride on the automatic or manual conveyor systems

All long hair must be tied up in order to prevent entanglement in machinery

Do not put any foreign objects (body or innate) into the machines

Do not remove any machine guards

All safety signs must be adhered to

Smoking is not permitted on Company property

Always ensure that workplace accident/injuries are reported immediately to a Manager/Supervisor

Failure to comply will result in the application of the Human Resources Standard&Procedure“#C.15 Progressive Corrective Action”

Possesses knowledge of the requirements and carries out all duties in accordance with the Ontario Occupational Health&Safety Act. The Act is posted at each Team Member bulletin board and outlines the rights and responsibilities of both Management and Team Members

Professional Requirements

Grade 12 Education combined with College or University training in the hospitality industry preferred

Minimum of 2 years’ experience as a Guest Service Agent

Excellent communication skills both written and oral

Previous up-selling and/or sales experience is considered an asset

Personal Attributes

Outgoing and friendly with a pleasant professional attitude

Must be self-motivated and a team player

Good listening skills are essential in combination with above average patience

Must be a well organized with the ability to prioritize workload and planning activities within the department

Diplomatic and tactful demeanor when interacting with difficult guests

Confidence in selling and up-selling products and services

Positive sales-oriented personality

Desire to meet goals

Ethical and honest

Physical requirements

Ability to tolerate standing for extended periods of time

Dealing with seasonal temperature changes

Lifting to assist with luggage on an occasional basis

Lais Hotel Properties Limited is committed to fostering a diverse, inclusive, and accessible workplace where all individuals are valued and respected. We welcome and encourage applications from people with disabilities, Indigenous peoples, racialized individuals, women, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of our team.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs.

We are an equal opportunity employer and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.

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