FRONT DESK AGENT
| DATE POSTED: | Monday, May 12, 2025 |
| EMPLOYER: | Mainstay Suites Winnipeg |
| CITY/TOWN: | Winnipeg |
| BUSINESS LOCATION: | Airport Area |
| DESCRIPTION: | Core Competencies • Customer Focus • Good communication • Energy and Enthusiasm • Stress-resistance • Teamwork • Good Problem Solving • Accountability and Dependability • Knowledge of Operating Equipment • Ethics and Integrity Job Duties • Assists Front Desk Manager with overseeing all Front Desk activities • Greet guests with a smile and answer their questions as needed • Responsible for checking guests in and out of the Hotel • Issues room keys, pamphlets, discount cards, etc., • Arranges scheduled transportation for guests upon request • Computes bills, collects payment, and makes changes for guests whenever necessary • Runs various reports on the computer for management • Counts and verifies cash, shift activity, keys, gift certificates, complimentary stay vouchers, etc. before the end of the shift • Completes shift audits as required • For overnight shifts/auditors: Responsible for correcting mistakes of Morning and Evening shifts. This includes, but is not limited to, posting any missed charges and or payments, correcting wrong postings of charges and or payments, balancing overall accounting transactions for the day, and reporting discrepancies to the Front Desk Manager on a timely manner • Prints updated in-house, arrival, departure, and room status report every two hours pending activity • Checks telephone interfaces throughout the shift • Checks all unresolved departures before the end of the shift • Reviews service request for arrivals • Ensures the front desk is stocked with any items guests may require before housekeeping leaves for the day • Writes all wake-up call requests on specified form and enter on switchboard • Completes in-house bucket check • Completes welcome calls • Assists the Front Desk Manager in coaching and mentoring new staff • Responds to telephone, email, and in-person inquiries from clients, business partners, and other parties • Refers all inquiries to the appropriate individual, divisions, or departments across the organization • Take and record telephone, email, or written message for staff members • Presents a positive and professional image of the organization to all visitors, suppliers, inquirers, and other interactions • Provides information to staff and or clients about special activities • Observes and reports any security issues to the Hotel Management • Administers and manages inbound or outbound mail, including priority posts, packages, courier services, and other correspondence • Replenishes Market items • Conducts daily and monthly Market Item inventory • Makes coffee in the morning for guests • Helps breakfast staff set up the breakfast area in the morning • Wipes down and sanitizes glass covers at the Front Desk counters • Cleans the lobby by sweeping, vacuuming, mopping the floors, and keeping the area litter free • Clears garbage bins in the reception, Front Desk, and lobby area, and takes garbage to the refuse room • Helps in some Housekeeping work such as – loading laundry in the washers and dryers, folding linens and towels, and mopping the floors • Performs other duties as required Requirements • High School Diploma, G.E.D. or equivalent • Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management preferred • Guest service trade certification is preferred • At least one (1) year experience as a Hotel Front Desk clerk • Experience in all aspects of customer service and people management • Demonstrated ability to lead and direct a team • Strong working knowledge of hospitality industry principles, methods, practices, and techniques • Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments • Strong working knowledge of accounting practices and principles • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required • Exceptional conflict resolution, negotiation, and objection handling skills • Able to respond quickly in a dynamic and changing environment • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers • Able to effectively communicate both verbally and in writing • Ability to coordinate and organize meetings, exhibits, and other events • High level of proficiency with MS Office – Word, Excel, PowerPoint, and Office 365 Work Conditions • Some travel may be required • Ability to attend and conduct presentations • Manual dexterity required to use desktop computer and peripherals • Work alone partial hours or up to an entire shift • Overtime as required Position offered is Full Time 32-40 hours per week Must have an open availability Job may include night auditing (11pm-7am) Morning and afternoon shifts are required in the first 2 weeks of training Choice Advantage PMS knowledge is preferred but not required hourly wage negotiable |
| HOW TO APPLY: | email resume to maria.ocampo@mainstaywinnipeg.com |
