Guest Service Agent

InnVest Hotels; Cambridge; Hybrid; CAD 30,000 - 46,000; Full time

Job summary

InnVest Hotels is seeking a Guest Experience Representative to create a welcoming environment, register guests, assign rooms, and accommodate special requests. You will thoroughly manage pre-registration, room blocking for arrivals, and coordinate with housekeeping on room status.

Responsibilities include understanding room locations and rates, using suggestive selling, handling check-outs, and posting charges. A strong guest-service mindset and professional appearance are essential for success.

Qualifications

• Excellent English communication required.
• High school diploma or equivalent.
• Ability to work day, evening and night shifts including weekends and holidays.
• Proficient with computerized systems.
• Strong guest service orientation and desire to exceed guest expectations.
• Present a professional work ethic and image.

Responsibilities

• Create a welcoming environment for our guests.
• Register guests and assign rooms, accommodating special requests.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Understand room status and track changes; know room locations and rates.
• Use suggestive selling to promote rooms and services.
• Coordinate with housekeeping on room status and guest departures.
• Take reservations for in-house and call-in guests; understand cancellation procedures.
• Process guest check-outs and post charges to accounts.
• Work with all hotel departments to improve service delivery.

Skills

English communication

Organization

Interpersonal skills

Administration

Guest service mindset

Professional image

Shift flexibility

Education

High school diploma or equivalent

Tools

Computerized systems

Job description

Description

ACTIVITIES:

The duties and responsibilities for the Guest Experience 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 communication skills in English
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• 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