Guest Service Agent

Sandman Hotel Group; London; Hybrid; CAD 2,066,000 - 3,031,000; Part time

Benefits offered by this job

Team member discounts

Hotel & restaurant discounts

Training & career development

Complimentary hotel stays

Employee assistance program

Job summary

Sandman Hotel Group in Ontario, London is seeking a friendly Guest Service Agent for a part-time role. You’ll welcome guests, check-in/out, handle inquiries, and coordinate services to ensure a seamless stay.

You bring strong guest relations, reliable time management, and the ability to multitask in a busy front desk. Opera knowledge is a plus; training and development opportunities are available.

Qualifications

• Two-year apprenticeship in front desk operations or hotel management preferred.
• 1 year of experience as a Hotel Front Desk Clerk preferred.
• Experience in customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret guest needs and provide options and solutions.
• Excellent conflict resolution, negotiation and handling objections.
• Clear verbal and written communication skills.
• Proficiency with Opera/Opera Cloud is a plus.

Responsibilities

• Provide a warm, welcoming and friendly environment.
• Check guests in and out of the hotel.
• Assist with luggage and provide keys, brochures and discount cards.
• Answer guest questions and arrange transportation as needed.
• Handle inquiries via phone, email and in person.
• Book telephone reservations and process payments.
• Count cash, verify shift activity and reports every two hours.
• Maintain a tidy and stocked front desk area.
• Refer inquiries to appropriate departments.
• Present a positive professional image to visitors and partners.
• Provide information on activities and local services.
• Observe and report security issues to the Manager.

Skills

Customer relations

Time management

Adaptability

Guest exceedance mindset

Education

Two-year apprenticeship in front desk operations or hotel management

Tools

Opera/Opera Cloud

Job description

EMPLOYMENT TYPE: Part Time

VACANCY STATUS: We are actively hiring for this position.

First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You'll wear many hats-from meeter and greeter to problem-defeater. At Sandman Hotel Group, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team.

JOB REQUIREMENTS

• Completion of a two-year apprenticeship program in front desk operations or hotel management preferred
• 1 year of experience as a Hotel Front Desk Clerk Preferred
• Experience in all aspects of customer service and people management
• Strong working knowledge of accounting practices and principles
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively communicate both verbally and in writing
• High level of proficiency Opera/Opera Cloud

DUTIES

• To provide a warm, welcoming and friendly environment
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

APPLICABLE SKILLS

• Excellent customer relations.
• Must have time-management skills.
• Adaptable to change and be able to handle multiple priorities under pressure.
• Eager and focused to exceed guest expectations.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• Discounts at Grouse Mountain & Revelstoke Mountain Resort
• Career Development, Training & Internal Promotion Opportunities
• Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
• Employee Referral Bonus Program
• RRSP Matching Program
• Extended Health, Dental, Vision & Life Insurance
• Complimentary Hotel Stays
• Tuition Credit Program
• Supportive, Inclusive Workplace Culture