Full-time Guest Service Agent

Omni Hotels & Resorts; Toronto; On-site; CAD 39,000 - 43,000; Full time

Job summary

Omni Hotels & Resorts in Toronto is seeking Guest Service Agents to deliver a five-star welcome and departure experience, acting as ambassadors throughout a guest's stay. You will greet guests, provide information about hotel amenities and local attractions, and assist with special requests.

The role also involves settling guest accounts at checkout, resolving issues, and coordinating with Concierge, Bell-Door and Ideal Services teams to ensure seamless service.

Qualifications

• Customer service experience is required; front desk experience preferred.
• Must communicate clearly and pleasantly in English.
• Ability to accurately input information into computer systems.
• Ability to work cohesively with others and manage multiple tasks.
• Strong mathematical calculations for billing accuracy.
• Ability to think clearly, quickly and make concise decisions.
• Ability to prioritize, organize and follow up.
• Flexibility to work evenings, weekends, and overnight shifts.
• Previous customer service experience is required.
• Previous hotel front desk experience is strongly preferred.
• Previous cashiering experience is preferred.
• Fluency in a second language is preferred.
• Previous guest relations training is preferred.
• Smart Serve Certification is an asset.

Responsibilities

• Process guest check-ins and check-outs according to Omni’s Moments of Service and SOPs.
• Empathetically listen to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to preferences.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments.
• Maintain confidentiality of all guests and hotel information.
• Ensure security of guest room access and operate access controls.
• Settle folios, routing of charges and adjustments per accounting standards.
• Maintain guest history files and generate reports.
• Document all guest requests, complaints or problems and follow up.
• Distribute daily and weekly reports.
• Maintain knowledge of hotel features/services, hours, room types, and packages.

Skills

Customer service orientation

Communication skills

Multilingual ability

Attention to detail

Teamwork

Decision making

Time management

Tools

Opera PMS

Job description

Summary:

Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. They are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, and especially our Concierge, Bell-Door and Ideal Services teams.

The starting wage rate for this position is $28.02 per hour. After six months of employment, the rate will increase to $31.13 per hour, in accordance with the applicable Collective Agreement.

This posting represents an existing vacancy.

Responsibilities:

• Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access.
• Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Maintain guest history files on all guests
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Issue safe deposit boxes to guests and ensure security of key
• Monitor, send and distribute guest faxes
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Qualifications:

• Knowledge of Opera is strongly preferred
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and other associates
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with others both within and outside of the department
• Ability to compute mathematical calculations accurately
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Ability to work a flexible schedule, including evenings, weekends, and overnight shifts based on business needs
• Previous customer service experience required
• Previous hotel front desk experience is strongly preferred
• Previous cashiering experience is preferred
• Fluency in a second language is preferred
• Previous guest relations training is preferred
• Smart Serve Certification an asset