Full-time Guest Service Agent

Omni Hotels & Resorts; Toronto; On-site; CAD 80,176,000 - 91,335,000; Full time

Job summary

The Omni King Edward Hotel in downtown Toronto is seeking Guest Service Agents to provide a five-star welcome and departure experience. You will greet guests, share local information, and promote hotel amenities while ensuring smooth check-in and check-out.

Responsibilities include settling folios, handling guest requests, communicating with departments, and maintaining guest history files. Fluency in English and strong service focus are essential; prior front desk or cashiering experience is

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.

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.

Skills

English communication

Attention to detail

Multitasking

Guest service mindset

Team collaboration

Tools

Opera

Job description

Job Description

Posted Friday, August 21, 2026 at 4:00 AM

With a legacy spanning over 120 years, The Omni King Edward Hotel stands as Toronto’s first and longest-standing luxury hotel. Blending rich history with timeless elegance and modern hospitality, this landmark property has become a cherished destination for both locals and visitors. Located in the heart of downtown Toronto, it offers convenient access to the city’s celebrated restaurants, cultural attractions, and premier shopping districts. The Omni King Edward Hotel embodies the spirit of Toronto, vibrant, diverse, and welcoming. Making it an ideal choice for business and leisure travellers alike.

Associates of The Omni King Edward Hotel take pride in being part of a workplace defined by respect, gratitude, and empowerment, supported by comprehensive training, mentorship, and a shared commitment to exceptional service. If you’re a friendly, motivated individual with a passion for creating memorable experiences, The Omni King Edward Hotel may be your perfect match.

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

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.