Front desk agent

Rimap Hospitality; Montreal; On-site; CAD 29,000 - 42,000; Full time

Benefits offered by this job

Group insurance benefits

Group retirement savings plan

Room rates discount from US$35 per n"t

Uniforms provided

Career growth opportunities

Unionized work environment

Hourly wage under collective agreement

Birthday and personal days

Job summary

Hilton Garden Inn Montréal Centre-Ville is seeking a Front Desk Agent to warmly welcome guests, manage check-ins/outs, and handle inquiries with a strong service mindset.

The role requires bilingual English/French communication, customer-service experience, and flexibility for shift work. The position offers benefits and opportunities within a global hotel group in downtown Montréal.

Qualifications

• Excellent verbal communication in both French and English to serve an international clientele.
• Hospitality, tourism, or related field education is an asset.
• Minimum 1 year in a customer service role.
• Hotel front desk experience is an asset.
• Knowledge of PEP front desk system is an asset.
• Strong organization and attention to detail.
• Positive attitude and empathetic listening.
• Ability to make independent decisions and resolve problems.
• Flexible schedule including weekends, mornings, evenings, and overnight shifts.

Responsibilities

• Provide excellent guest service by warmly welcoming guests and anticipating needs.
• Handle check-ins and check-outs, reservations, modifications, and cancellations.
• Secure payments and verify guest billing.
• Count cash at shift start and end; keep it secure.
• Prepare daily reports and logs; process payments and vouchers.
• Activate and organize room keys; relay messages as required.
• Explain hotel amenities and city information to guests.
• Assist guests with requests and resolve issues.
• Maintain professional appearance and follow policies.

Skills

Bilingual communication

French and English

Excellent interpersonal skills

Strong organizational skills

Customer service mindset

Empathetic listening

Education

Hospitality-related education (asset)

Tools

PEP front desk system

Job description

About Hilton Garden Inn Montréal Centre-Ville

The Hilton Garden Inn Montréal Centre-Ville is conveniently located near McGill University and just minutes away from the world-famous Underground City. Visit the Place des Arts theatre or go shopping along the lively Sainte-Catherine Street. Stay in a modern guest room at our Montréal hotel and enjoy upscale amenities and services in an elegant setting.

The Front Desk Agent is responsible for providing exceptional service to our guests by efficiently handling check-ins and check-outs while providing accurate information about the hotel and the city. The Front Desk Agent must also demonstrate active listening skills to understand and resolve guest concerns or issues, maintain a high level of professionalism at all times, and perform any other related duties required for the smooth operation of the front desk.

KEY RESPONSIBILITIES

• Provide excellent guest service by warmly welcoming guests, anticipating their needs, and expressing genuine appreciation for their stay;

• Efficiently and warmly handle guest check-ins and check-outs, reservations, modifications, and cancellations;

• Secure payment methods and verify and adjust guest billing as required;

• Count the cash drawer at the beginning and end of each shift and ensure it remains secure at all times;

• Complete cash reports and closing reports in the computer system;

• Process all types of payments, adjustment vouchers, deposits, correction vouchers, and miscellaneous charges; provide change to guests upon request;

• Activate and organize room keys;

• Prepare and review daily reports and logs;

• Handle all guest requests and relay messages as required;

• Explain and provide information to guests regarding in-room features and amenities, hotel facilities and services, and operating hours;

• Provide information about the city and recommend activities and local attractions;

• Ensure that all outstanding requests or issues from the previous shift are prioritized and resolved;

• Communicate clearly, professionally, and courteously;

• Answer telephone calls using proper telephone etiquette;

• Develop and maintain positive working relationships with colleagues and support the team in achieving common goals;

• Inform management of any theft reported by a guest;

• Follow all company policies and procedures;

• Maintain the confidentiality of private and sensitive information;

• Protect company assets;

• Report accidents, injuries, and unsafe working conditions to the manager on duty;

• Print contingency lists to maintain a record of all guests in the event of an emergency;

• Maintain a clean and professional appearance and wear the uniform in accordance with company standards;

• Perform any other related duties as assigned.

REQUIREMENTS

• Excellent verbal communication skills in both French and English to effectively communicate with an international clientele on a regular basis;

• Vocational or college-level education in hospitality, tourism, or a related field is an asset;

• At least one (1) year of experience in a customer service position;

• Previous experience as a hotel front desk agent is an asset;

• Knowledge of the PEP front desk management system is an asset;

• Strong organizational skills and attention to detail;

• Excellent interpersonal skills and a strong commitment to customer service;

• A positive attitude and the ability to listen empathetically to guests' needs and complaints;

• Ability to make independent decisions and resolve problems;

• Schedule flexibility, including weekends, mornings, evenings, holidays, and overnight shifts. Overnight shifts may be required to cover for the Night Auditor. Additional training will be provided for this purpose;

• Ability to stand for most of the shift;

• Ability to move, lift, carry, push, pull, and position objects weighing less than 15 pounds without assistance.

BENEFITS

• Group insurance benefits*;

• Group retirement savings plan*;

• Access to Hilton Team Member benefits, including room rates starting at US$35 per night at hotels worldwide, for you, your family, and friends;

• 50% discount on food at our restaurant and participating Hilton restaurants;

• Uniforms provided after the probationary period;

• Opportunities for rapid career growth within our group of five hotels representing some of the world's leading hotel brands (Hilton, IHG, and Marriott);

• Unionized work environment;

• Hourly wage established under the collective agreement: $25.95;

• Additional benefits, including a paid birthday day off, personal days, and vacation time.

Certain benefits are subject to eligibility requirements.