JOB DESCRIPTION:
The Guest Services Agent has a high level of guest contact from pre-arrival, arrival, in-house and departure services for Pan Pacific Whistler. The Guest Services Agent is responsible for ensuring excellent customer service and that our standards are met and maintained at all times. With a combination of a passion for the job and the right communication with other internal departments, the Guest Services Agent has the ability and empowerment to make the guest’s experience more than memorable.
RESPONSIBILITIES:
- Providing pre-arrival services including communications, reservations and Guest Service bookings and Information.
- Providing arrival experience services, including greeting guests, checking guests in, providing luggage and ski storage information, as well as portering, shuttle service, car valet and concierge duties.
- Providing in-house services, including cashiering and foreign exchange, bell and concierge services.
- Assisting other departments, such as Housekeeping and F&B, to ensure a consistent delivery of positive guest experiences.
- Providing departure services including luggage pick-up and storage, check-out services and helping guests as needed.
- Providing accurate and timely information about events and services available to guests.
- Promoting food and beverage and retail partners.
- Providing directions to locations within and outside of the hotel.
- Maintaining an organized system of current written information about all local events and services offered by approved suppliers and service providers.
- Providing overnight front desk coverage if required in the event of sickness or emergency, upon request by the Front Office Manager.
- Performing other duties as assigned by the Front Office Manager or Duty Managers.
