Guest Service Agent

Chateau Nova Yellowknife - Yellowknife, NT (30+ days ago)

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Morning/Afternoon Shift

Part-time that will lead to Full-time

Can work on weekends and holidays


Reporting to the Front Office Manager , the main duty of the Guest Service Agent is to ensure the satisfaction of all hotel guests by providing exceptional customer service. You are the first impression of the property; you welcome guests in a professional and friendly manner at all times and resolve any guest issues as they come up. Sell rooms to hotel guests that call or come to the desk and ensure that sufficient payment in collected in accordance with hotel policies. This position is fulltime and includes days, evenings, weekends and holidays.

Responsibilities and Essential Duties:

The specific responsibilities of the Guest Service Agent will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to the following areas:

  • Follows all established and future front office Standard Operating Procedures.
  • Provides exceptional, courteous service to customers by adhering to Nova Hotels standards
  • Communicates effectively with customers, co-workers, and supervisors
  • Handles difficult guest inquiries and concerns effectively
  • Demonstrates teamwork by cooperating and assisting at the front desk as needed
  • Provides courteous, prompt, and accurate inter-hotel communications to staff and customers
  • Effectively makes and alters reservations within the hotel PMS system
  • Promptly checks in or checks out guests, with attention to detail and accuracy
  • Reports, turns in, and/or logs all lost and found items according to established procedures
  • Utilizes up-selling techniques to maximize profitability.
  • Performs duties as a key member of the Health & safety team
  • Maintain regular attendance as per scheduling which will vary according to occupancy of the hotel
  • Ensures organization and cleanliness of the front desk area.
  • Reports all concerns related to Engineering/Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader
  • Adheres to all Nova Hotels standards, including Hygiene, Health and Safety, and Guest Interactions.
  • Other projects/duties as assigned.

Job Specifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: High School diploma is required. Post-Secondary education and/or previous hospitality training considered an asset.

Experience: 1-2 years experience in hospitality industry is considered an asset. Experience in PMS, POS and switchboard is an asset.

Interpersonal Skills : Focuses on solving conflict, Maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations. Ability to respond to common inquires or complaints from suppliers. Strong computer and telephone abilities.

Community Minded: Knows the community in which they work; able to give clear concise directions, follows and participates in local events, holidays and functions


Typically long periods of sitting, some standing, walking, bending, crouching or stooping; occasionally lifting 5-10 lbs

Watching a computer screen for long periods of time.


The work environment is an office setting, which has the following conditions: low-medium noise environment; high traffic area for internal and external guests, exposure to office equipment such as photocopier, fax and telephone.

Job Types: Full-time, Part-time


  • Customer Service: 1 year
  • hospitality industry: 1 year


  • High school or equivalent


  • Yellowknife, NT