Front Desk Agent - Full Time

InnVest Hotels; Markham; On-site; CAD 32,000 - 42,000; Full time

Job summary

InnVest Hotels in Markham is seeking a Guest Service Representative to create a welcoming environment, register guests, and manage room assignments with care.

You will coordinate with housekeeping, understand policies, and ensure accurate guest charges while delivering outstanding service across all shifts, including weekends.

Qualifications

• Excellent written and verbal communication in English.
• Excellent organizational, interpersonal and administrative skills.
• Proficient with computerized systems.
• High school graduate or equivalent.
• Availability to work day, evening and night shifts including weekends.

Responsibilities

• Create a welcoming environment for guests.
• Register guests, assign rooms, and accommodate special requests when possible.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Understand and adhere to credit, check-cashing, and cash-handling policies.
• Understand room status and tracking; know room locations and rates.
• Use suggestive selling to promote rooms and other hotel services.
• Coordinate room status updates with housekeeping on check-outs and arrivals.
• Take reservations in-house and by phone; understand cancellation procedures.
• Process guest check-outs and post charges to guest accounts.
• Collaborate with all departments to improve service delivery.
• Coordinate guestroom maintenance with engineering and maintenance.
• Report unusual occurrences to the manager or supervisor.
• Follow safety procedures and keep the lobby tidy at all times.

Skills

English communication

Organizational skills

Interpersonal skills

Administrative skills

Guest service knowledge

Professional work ethic

Education

High school diploma

Job description

The duties and responsibilities for the Guest Service Representative include, but are not limited to the following:

• Create a welcoming environment for our guests.
• Register guests and assign rooms, accommodating special requests whenever possible.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
• Process guest check-outs.
• Post and file all charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.
• Coordinate guestroom maintenance work with the engineering and maintenance division.
• Report any unusual occurrences or requests to the manager or supervisor.
• Know all safety and emergency procedures, is aware of accident prevention policies.
• Ensure the work environment is tidy and well organized at all times (lobby).
• Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

• Excellent written and verbal communication skills in English
• Excellent organizational, interpersonal and administration skills
• Proficient or familiar with computerized systems
• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
• Present a high degree of professional work ethic and image
• High school graduate or equivalent
• Availability to work day, evening and night shifts any day of the week including weekends and holidays