Guest Services Associate

RESPONSIBILITIES 

• Engage all guests with an upbeat can-do attitude 

• Responsible for completing daily shift reports. 

• Introduce property services and amenities to new arrivals and follow up with a warm call once the guest has settled into their suite.  

• Creating and maintaining reservations in the system.  

• Auditing reservations to ensure reservation accuracy and all residents’ requests are in order to their arrival.  

• Answering outside phone calls and directing the appropriate department  

• Promoting and selling the AKA brand to potential residents.  

• Call, confirm and customize all resident reservation requests to exceed guest expectations during their stay 

• Follow up with guests on housekeeping and/or maintenance requests once they have been completed 

• Assist guests whenever possible (i.e. making dinner reservations, contacting car service/taxi, etc.) 

• Perform other duties as assigned, requested or deemed necessary by management 

• Responsible for assisting in the onboarding and training of new hires 

• Monitor office supplies and assist with placing orders 

• Review all incoming VIPs for the next three days and ensure they are set up appropriately 

• Act as point of contact during emergency situations 

• Audit no-show and cancellation penalties to ensure they are being posted and collected where warranted 

• Ensure shift checklists are being completed and are updated as new tasks evolve 

• Review Nor1 activity and ensure all e-standby upgrades are being actioned and all CM activity has a user assigned 

Desired Skills: 

• Minimum of one year of Guest Service experience preferred.  

• Demonstrated strong guest service skills. 

• Demonstrated energetic, self-motivating and a “can do” positive attitude. 

• Proficiency in English (written and oral). 

Required Qualifications: 

• High school degree or equivalent. 

• Ability to be flexible with work schedule including nights, weekends and holidays. 

• Meticulous attention to detail 

Physical Requirements: 

• Must be able to lift up to 15 lbs. 

• Sits, stands, bends, stretches, lift items and moves intermittently during working hours. 

• Able to constantly monitor and walk the area throughout their shift