Guest Service Agent

InnVest Hotels; Cambridge; On-site; CAD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Guest Experience Representative to enhance guest satisfaction and service delivery. This role involves creating a welcoming atmosphere, managing guest registrations, and ensuring smooth communication with various hotel departments. Candidates should possess excellent communication and organizational skills, along with a strong commitment to providing exceptional guest service. The ideal candidate will thrive in a dynamic environment, working various shifts, including weekends and holidays. Join a team dedicated to exceeding guest expectations and making every stay memorable.

Qualifications

• Must be able to communicate effectively in English.
• Demonstrated knowledge of guest service and a desire to exceed expectations.

Responsibilities

• Create a welcoming environment and register guests.
• Coordinate room status updates with housekeeping and manage guest check-outs.
• Adhere to health and safety guidelines and maintain a tidy work environment.

Skills

Excellent communication skills

Organizational skills

Interpersonal skills

Administration skills

Guest service knowledge

Professional work ethic

Education

High school graduate or equivalent

Tools

Computerized systems

Job description

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

1. Create a welcoming environment for our guests.
2. Register guests and assign rooms, accommodating special requests whenever possible.
3. Complete pre-registration and blocking of rooms for reservations/guest arrival.
4. Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
5. Understand room status and room status tracking.
6. Know room locations, types of rooms available, and room rates.
7. Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
8. 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.
9. Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
10. Process guest check-outs.
11. Post and file all charges to guest, master, and city ledger accounts.
12. Work closely with all hotel departments to improve service delivery and efficiency.
13. Coordinate guestroom maintenance work with the engineering and maintenance division.
14. Report any unusual occurrences or requests to the manager or supervisor.
15. Know all safety and emergency procedures, is aware of accident prevention policies.
16. Ensure the work environment is tidy and well organized at all times (lobby).
17. Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

1. Excellent communication skills in English
2. Must be able to speak, read, write, and understand the primary language(s) used in the workplace
3. Excellent organizational, interpersonal and administration skills
4. Proficient or familiar with computerized systems
5. Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
6. Present a high degree of professional work ethic and image
7. High school graduate or equivalent
8. Availability to work day, evening and night shifts any day of the week including weekends and holidays