Front Office Agent

Hyatt; Toronto; On-site; CAD 30,000 - 45,000; Full time

Job summary

Hyatt is seeking a Front Office Agent for their luxury boutique hotel in Downtown Toronto. This role involves guest registration, managing inquiries, and ensuring a smooth check-in process. Ideal candidates will excel in customer service and communication, contributing to an exceptional guest experience.

Qualifications

• Candidates must reside in Canada with legal working rights.

Responsibilities

• Check-in guests ensuring correctness of billing and information.
• Address guest complaints or concerns promptly.
• Assist guests with hotel and area information.

Skills

Customer Service

Communication

Problem Solving

Job description

About Toor Hotel – Part Of JDV By Hyatt

TOOR is a luxury boutique hotel located in the heart of Downtown Toronto. Our guests enjoy a distinctive blend of upscale hotel rooms & suites, accented by unobstructed breathtaking city and lake views. Our 232 rooms and suites feature floor-to-ceiling windows with stunning city and lake views and thoughtfully chosen amenities. Enjoy our French-inspired bistro, a modern yoga and fitness studio, and excellent meeting and reception spaces, making TOOR Hotel a sanctuary designed to inspire connections and a spirited lifestyle.

Duties and responsibilities for the Front Office Agent role:

1. Balance cash float at the beginning and end of each shift; ensure shift audit balances and paperwork are complete.
2. Verify all registered guests have valid credit and proper identification; handle daily arrivals and special requests.
3. Log and deliver guest packages promptly and efficiently.
4. Check-in guests ensuring correct billing, postings, and information; process checkouts with proper billing, postings, and revisions.
5. Address guest complaints or concerns promptly and efficiently.
6. Assist guests with hotel and area information, transportation arrangements, and luggage storage.
7. Maintain guest security when issuing room keys after verifying identification.
8. Complete room blocking, wake-up calls, baggage check-in/out, and reconcile group accounts.
9. Understand customer needs (corporate, leisure, FIT, convention, tour, airline) and hotel inventory, rate programs, and upselling strategies.
10. Know hotel facilities, hours of operation, local attractions, and marketing programs.

About You

Front Office Agents handle guest registration, communicate hotel services and promotions, and contribute to the guest experience through refined conversations. Responsibilities include processing payments, answering calls, providing hotel and city information, handling foreign currency, and resolving guest complaints. Candidates must reside in Canada with legal working rights.

This position is at a location where Hyatt is not the employer. The employer may be a third-party management company responsible for employment benefits and obligations.