The Crowne Plaza Fredericton Lord Beaverbrook is Fredericton's only 4+ Star downtown waterfront hotel. Our Maxwell's Restaurant is renowned as one of the finest dining experiences in Fredericton. The Joyce Pub offers a unique dining experience featuring 37 local NB craft beer on tap, the most in Atlantic Canada!
Working at the Crowne is a fun, rewarding experience as you learn from and work alongside some of the finest hospitality professionals in the industry. Benefits include travel discounts to IHG Hotels & Resorts all over the world.
Reporting To: Guest Service Manager
Summary:A dynamic high energy individual with Guest Service Agent experience will succeed in this role. A passionate and flexible customer service committed professional is required. Specific responsibilities include maintaining and implementing all policies, procedures and quality standards as well assisting with the training and development of the Guest Service team.
RESPONSIBILITIES:- Day-to-day assistance and supervision of all aspects of hotel Guest Services department operations
- Creation of high levels of guest satisfaction through dedication to customer service in all guest interactions
- Actively participate in the prompt and courteous handling of guest requests, including but not limited to: check-in, check-out, reservations, telephone messages, inquiries, luggage, billing issues, and guest concerns
- Lead, direct and motivate guest services department employees
- Assist in ensuring that an on-going training plan is in place for all guest services department employees
- Ensure all guest services department employees receive hotel orientation and are made aware and adhere to the standards as laid out in the employee handbook
- Assist in ensuring that all guest services department employees are aware and adhere to the emergency response procedures.
- Ensure proper and efficient communication and follow up between the front desk and all other departments in the hotel
- Assist in supplying feedback for employee evaluations
- Maintain a flexible 24 hour work schedule, including weeknights, weekends and holidays.
- Apply hotel and brand standards, policies and procedures
- Use discretion in dealing with confidential information
- Actively participate in Hotel meetings as assigned
- At all times project a favorable image of the Crowne Plaza Fredericton Lord Beaverbrook
- Perform all duties and responsibilities in a timely and efficient manner to achieve the overall objectives of this position
- Respond to guest reviews as assigned by the the Guest Services Manager
- Work the occasional overnight shift to fill in for absences
- Complete all other duties as assigned by Guest Services Manager
QUALIFICATIONS:- Able to own tasks from start to finish to ensure guest/employee satisfaction
- Highly organized and time efficient
- Three years related experience with Front Desk operations
- One-year supervisory experience
- High proficiency in operation of computers
- Able to handle difficult situations, accommodate special requests
- Able to maintain a flexible work schedule, days, evenings, nights and weekends
- A strong desire to exceed guest expectations
- Able to work effectively in a fast paced environment with minimal supervision
- Able to speak both official languages considered an asset
- Diploma in Hospitality Management preferred
Job Type: Full-time
Pay: $44,000.00-$45,100.00 per year
Benefits:- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program
Experience:- Supervising: 1 year (required)
Work Location: In person