The Mount Royal Hotel provides an excellent opportunity to learn and grow, foster new friendships and experience mountain living. As a division of Brewster, you will be part of company that has evolved from a local guiding company to a world-class transportation company, tour operator, hotelier and attraction provider. This impressive legacy is a credit to the diverse employees who have chosen to join our team. We encourage you to browse our listings below.
Front Desk Agent
General Responsibility
Under the supervision of the Front Desk Manager and the direction of the Front Office Manager, the Front Desk Agent operates the switchboard, checks guests into and out of the hotel, acts as a service representative and performs other duties as required by management.
Specific Duties & Responsibilities
Checks In A Guest
o By registering the guest properly and completing the necessary forms;
o By receiving payment;
o By entering the appropriate information onto the computer;
o By ensuring the guest is aware of the services we offer;
o By advising the guest of any surcharges he/she may encounter;
o By maintaining a professional demeanor as a representative of hotel management;
Checks Out a Guest
o By preparing for all guest departures by reviewing accounts for correctiveness;
o By printing a copy of the guest receipt and showing the charges to the guest’
o By allowing the guest to taker a moment to review the charges;
o By reconfirming method of payment;
o By processing method of payment according to company guidelines;
o By filing the checked out guest’s registration card appropriately.
Sells The Hotel To Walk In Traffic
o By knowing our product;
o By showing guest rooms;
o By attempting to up sell guests with special needs;
o By being familiar with special packages available, as well as current rates;
o By promoting our Food and Beverage services.
Take Room Reservations
o By checking space availability and accurately quoting room types and rates available;
o By advising of guaranteed reservation policy, check in and out times and cancellation penalty policy;
o By reconfirming information to guest accurately and providing an email confirmation if requested;
o By thanking the customer for their patronage;
Act As Hotel Operator
o By answering calls promptly and using the hold minimally;
o By announcing the hotel name when answering incoming calls or advising in-house callers they have reached the front desk;
o By taking messages promptly and completely;
o By setting up wake-up calls as per guest requests;
o By routing calls efficiently.
Maintains A Float
o By carefully counting cash receipts;
o By displaying any notes received while making change;
o By ensuring cash drawer is secure;
o By providing pre-determined exchange value for American currency or t/cheques;
o By carefully posting all payments and remittances made to the front desk;
o By preparing cash-out according to company policy and carefully and neatly documenting cash-out at end of shift.
Provide Security To Registered Guests
o By providing safety boxes and limiting access to the box to the registrants of the box.
o By keeping in house lists private and away from the public;
o By not stating a guest’s name and room number aloud;
o By keeping guest room numbers private from callers;
o By maintaining strict key control to guest room and hotel access keys (particularly pass keys);
o By assisting in emergencies.
Reporting
Reports directly to: Front Desk Manager
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