As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend!
OVERVIEW:
The Full-Time Guest Relations Ambassador is responsible for ensuring the delivery of total guest satisfaction through guest experience, established key performance indicators and other established criteria. You will ensure a superior level of service which ensures repeat visits through efficient information services, friendly and informative rooming of guests, and consistent delivery of special requests. You will act as a liaison between the guests and hotel departments, ensuring that any issues are resolved promptly and to the guest satisfaction.
RESPONSIBILITIES:
- Answer phone calls, emails, and other messages
- To develop and maintain a thorough knowledge of all service facilities within the property and to promote and secure sales at every available opportunity.
- To assist the designated Emergency Response Person by always being fully conversant and compliant with emergency response standards & security procedures and to report on all incidents, accidents, near misses and safety hazards.
- To effectively respond to all reasonable additional assignments determined by the Guest Services Manager or any member of the hotel management team.
- Record incoming and outgoing deliveries
- Listen to guests’ concerns and present reports to hotel management
- Provide luggage or check-in assistance when needed
- Greet guests at the entrance and assist in verifying appointments or reservations
- Recommend local restaurants or attractions depending on guests’ interests
- Running errands to assist guests
- Arranging transportation and excursions upon visitor request
- Provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation
- Arranging tours and activities
- Making dinner/event reservations for guests
- Obtaining tickets for events
- Arranging special services
- Conduct pre arrival calls and communicate with guests prior to their stay to ensure they have flawless experience
- Assist sales department with room deliveries if needed
- Review arrival reports and arrange amenities for special occasion guests, VIP guests
- Providing or arranging for general business services for guests
- Managing customer/guest requests for housekeeping and/or maintenance
- Develop network of contacts, service providers and businesses within their communities to serve guests.
QUALIFICATIONS:
- High school diploma or equivalent
- Hotel Experience in Guest Services positions or Reservations, Sales, Accounting for 2 years
- Must be able to commit to working weekends, evenings and holidays.
- Superior communication skills, both verbal and written.
- A calm and capable demeanor.
- Proven sound judgment and proactive and creative problem-solving skills.
- A strong aptitude for attention to detail.
- The ability to manage a large workload and multi-task in a high-pressure environment.
- Exemplary customer service skills.
- Strong organizational and time management skills.
- A professionally groomed appearance.
- A positive and pro-active attitude, ability to work independently as well as part of a team.
- Ability to train, develop and motivate new team members.
- Previous Supervisory/Management experience an asset.
- Working knowledge of Opera Cloud, Online travel agent portals, Word and Excel is an asset.
Lord Nelson Hotel & Suites recognizes our employees as essential to our success and value diverse skills. From frontline staff to management, we offer excellent opportunities for career growth, as well as employer-provided medical benefits and other incentives. We are looking for new talent to join our dynamic team that is setting the standard of excellence in the hospitality industry.
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
- Vision care
- Wellness program
Ability to commute/relocate:
- Halifax, NS B3J 2L2: reliably commute or plan to relocate before starting work (required)
Experience:
- Hotel Front Desk: 1 year (required)
Work Location: In person
