Babillard d’emploi

  • Date de clôture: Jun 29, 2018

Guest Service Agent

Offre d'emploi #1869

  • Ramada Plaza Calgary Downtown (Calgary)

Position Title:
Guest Service Agent (GSA)

Department/Division: Front Office

Reports to: Guest Services Manager or Duty Manager



To deliver superior and genuine frontline customer care as a representative of the Ramada Plaza Calgary Downtown. The GSA will be knowledgeable in all areas of the front office operation including but not limited to - reservation taking, guest registration, guest assistance, and cashiering.



  • Customer care
  • Cashiering
  • Maintaining accurate records
  • Salesmanship
  • Teamwork


The Ramada Plaza Calgary Downtown is pleased you are considering this opportunity to join our team of Customer Service professionals and Hotel Industry leaders! We are passionate about providing comfortable accommodation with friendly service, while maintaining efficient and accurate processes. This is a great time to join our Front Office team, and grow your Travel & Tourism career.





  1. Live the Ramada “Count on Me” service culture.
  2. Adhere to all Hotel House Rules and Policies, including Emergency Procedures.
  3. Keep abreast of all new policies, procedures, rates etc. as introduced.
  4. Maintain a thorough knowledge of Hotel Services (food & beverage, parking, etc.), room locations & types, in-room amenities and services available to guests (i.e.: dry-cleaning, movies, pop machines, airport transfer etc.) in order to answer all guest inquires accurately and promptly.
  5. Maintain up to date, working knowledge of all Front Office Policies.
  6. Practice proper etiquette with hotel switchboard and paging system.
  7. Follow shift checklist and complete thoroughly and accurately.
  8. Develop a thorough knowledge of the Opera Property Management System.
  9. Develop and maintain a strong understanding of all Rate Programs as introduced by the Front Office, Revenue Manager, or Sales Department.
  10. Efficiently handle guest registration and guest check-outs.
  11. Efficiently take guest reservation inquiries on the phone, as per Reservation Training and procedures.
  12. Work closely with the Reservation / Revenue Manager to ensure rate and third party protocols are followed and rate integrity is maintained.
  13. Manage personal float and cash-out at the end of each shift.
  14. Adhere to proper procedure and requirements of cash paying clientele, as well as credit card payments and co-billing.
  15. Be familiar with posting procedures for those services not interfaced with PMS.
  16. Maintain high level of communication with all departments, not limited to Housekeeping and Restaurant.
  17. Know how to pull reports such as daily arrivals and cancellations as well as how to pre-block rooms, and be acquainted with methods to locate a reservation not found at check-in.
  18. Be able to offer guest information on other Ramada Properties.
  19. Communicate to GSM, or Duty Manager any guest concern brought forward; perform complete handover/sharing at beginning and end of each shift.
  20. Exercise daily use of Logbook to communicate any message/instruction to be known by other staff members.
  21. Be proficient at offering visitor information on attractions, nearby restaurants, hours of operation and directions to venues. Have a strong understanding of the immediate area, and greater Calgary as a whole.
  22. Be knowledgeable in Wyndham Rewards and promote property signups. (WR certification required within 30 days of employment.)
  23. Actively participate in all training and staff meetings. 



  1. To be considered for this role, you are able to work a flexible schedule, 7 days a week, between 7 a.m and 11:30 p.m. Overnight shifts will NOT be required.
  2. Fast paced, changing environment.
  3. Ability to stand for long periods at a time.
  4. Ability to lift and move luggage of all sizes.



  • Hotel discounts at Wyndam Hotel brands worldwide
  • Development opportunities and promote from within culture
  • Two weeks paid vacation after one year of full time employment
  • Group insurance and benefit program eligibility after 6 months
  • Shift Meal program
  • Dry cleaning allowance 



  • Superior attention to detail and work ethic
  • Strong time management skills
  • Good organizational skills
  • Ability to manage multiple priorities
  • Excellent communication skills
  • Professional attitude
  • Punctual
  • Knowledge of the Industry and Local area
  • Desire to continually improve and go “above and beyond”
  • Previous experience in customer service, in a fast paced environment
  • Previous hotel experience is an asset
  • Ability to speak a second language is an asset
  • Post secondary in Hospitality/ Tourism / Travel is an asset



  • High school or equivalent education required.


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