Franchise Hotel - Guest Relation Agent - Th8 Palm Hotel, Vignette Collection

This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees.

By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer.

About Us

Vignette Collection is a diverse group of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel. We've created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better. Our hotels are unique in their own right, with their own distinct outlook and story to tell.

Your day to day

• Execute the daily functions of arrival and departure for guests in a manner keeping with the Brand Standards.
• Adheres to and executes all job task checklist points.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Review all Group Resumes, VIP reports, daily business reports.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
• Comply at all times with Brand standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Cash handling and credit processing as required, to include Gift Card redemption.
• To support the Guest Service Center Agent as required.
• Resolve guest complaints or otherwise follow up with supervisor/manager.
• Review room queue and work with Housekeeping to expedite turnover.
• Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
• Handle Due-Out and Discrepancy updating in communication with the Housekeeping Department.
• Post applicable charges for late check-outs requests.
• Perform daily "bucket check report" against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that one's cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure proper handling and documentation of guest's valuables being secured in hotel safe deposit box.
• Drive and be a champion in ALL loyalty program.
• Drive FO Up selling program.
• Be familiar with hotel services and promotions and promote them.
• Use Message Box as the main method of communication throughout the department as required for communication.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies.
  
  

What We Need From You

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred.
• Minimum of 1-year previous Hotel experience is an asset.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Opera Property Management System an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
  
  

What We Offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you'll become part of our hotel family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.