Guest Service Agent

Northland Properties

Markham

Hybrid

CAD 32,000 - 44,000

Full time

2 days ago

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Benefits offered by this job

Team member discounts at hotel brands

Employee dining discounts

Vacation/time-off incentives

RRSP matching program

Career development opportunities

Health, dental, vision insurance

Job summary

Northland Properties is seeking a Guest Service Agent for our Sandman Hotel Group property in Markham, Ontario. You will be the face of the hotel, greeting guests, handling check-ins/outs, and managing inquiries with a focus on exceptional service.

You will contribute to guest satisfaction while managing billing, reservations, and front desk operations in a fast-paced environment. A two-year front desk apprenticeship is preferred, with Opera Cloud proficiency and a team-oriented mindset.

Qualifications

Two-year apprenticeship in front desk operations or hotel management preferred.
1 year of experience as a Hotel Front Desk Clerk preferred.
Strong customer service and people management experience.
Proficient with Opera/Opera Cloud software.

Responsibilities

Greet guests and provide a warm, welcoming environment.
Check guests in and out of the hotel.
Assist with luggage and deliver room keys and materials.
Answer inquiries via phone, email, and in person; arrange transportation.
Process reservations and billing; handle cash and payments.
Maintain front desk cleanliness and stocking needs.
Direct inquiries to appropriate departments and staff.

Skills

Customer relations

Time management

Adaptability

Guest satisfaction

Education

Two-year front desk apprenticeship

Tools

Opera/Opera Cloud

Job description

EMPLOYMENT TYPE: Full 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