Position Profile - Banff - YWCA Banff

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with Guest Services team to ensure provision of best practice service for visitors, ... Proficient in the use of compute
Position Profile Position title

Guest Service Agent

Reports to

Guest Services Manager/assistant Guest Services Manager

Area of work

Guest Service Department

Job purpose The common purpose of all employees of the YWCA of Banff includes a responsibility to carry out the Mission Statement of the organization and a willingness to co-operate with other staff and volunteers in translating these emphases into programs and services. The mission of the YWCA of Banff is to empower women and their communities through leadership, advocacy and provision of meaningful services. Duties and responsibilities Specific responsibilities include but are not limited to: Duties 1. Greet guest, residents and visitors to the office in a professional and courteous manner. 2. Ensure that ethical and fair standards of practice are maintained. Work in collaboration with Guest Services team to ensure provision of best practice service for visitors, groups, residents and day users. 3. Ensure professional and effective communication for all guest reservations. 4. Track all comment card data. 5. Other duties as assigned by the Guest Services Manager. Administration: 1. Answer incoming telephone calls in a professional and friendly manner with priority 2. Direct incoming inquiries and calls to the appropriate departments. Greet walk in guests in a timely and professional manner. 3. Manage incoming e mail enquires, respond and reconfirm bookings 4. Manage the on line booking engines with availabilities of room types 5. Work a flexible schedule to accommodate the needs of the guest services team

Qualifications: § A grade 12 education § A minimum of two years’ experience in a related position. § Proficient in the use of computer programs for Room Master or similar, word processing, databases, spreadsheets, email, and Internet. Empowering women, girls and our community through leadership development, advocacy and the provision of relevant programming and services Page 1/January 14, 2015

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Proficient in the use of office equipment, computer, voice messaging systems, fax machines and photocopies. Strong interpersonal and communication skills including maintaining a high degree of confidentiality Ability to work a flexible schedule and to respond to every day pressures that occur in an office environment. Highly organized with an ability to manage and prioritize ongoing duties. Ability to work with the general public, and to engage and work with a diverse client population. Ability to assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization. Ability to work well both independently and on a team. Familiarity with the not-for-profit sector is an asset.

Working conditions This is a 37.5 hour/week position working as a member of YWCA Banff/ YWCA Hotel Banff. The working hours for the position will be flexible to accommodate Group and Guest Services requirements. $14.00 per hour based on experience. Forward resume to: [email protected]

Empowering women, girls and our community through leadership development, advocacy and the provision of relevant programming and services Page 2/January 14, 2015