Guest Service Agent

InnVest Hotels; Ottawa; On-site; CAD 34,000 - 36,000; Full time

Job summary

InnVest Hotels is seeking a Guest Service Representative to warmly welcome guests at the front desk, assist with check-in/out and answer guest inquiries. You will upsell room options and hotel services while ensuring accurate billing and payment processing.

Role requires a High School diploma or equivalent and some customer service experience. A valid Provincial Driver's License is required; night/weekend shifts are included in the schedule.

Qualifications

• High school diploma or equivalent required.
• Some customer service experience preferred.
• Valid provincial driver's license may be required.

Responsibilities

• Registers guests at front desk promptly and courteous, upselling where appropriate.
• Checks guests out and processes payments according to hotel policies.
• Responds to guest requests and offers local information and hotel services.
• Resolves minor guest issues and informs supervisor of major problems.
• Handles guest reservations and coordinates with reservations team.
• Manages cash, receipts, deposits and cashier reports.
• Maintains safety procedures and hotel policies, including PPE.
• Works nights, weekends and holidays as required.

Skills

Customer service

Guest relations

Upselling

Education

High School diploma or equivalent

Job description

• Pay or shift range: $25.50 CAD to $26 CAD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Primary Responsibilities

• Registers guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
• Checks guests out of the hotel; processes customer payments according to established policies and procedures.
• Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Books guest reservations or coordinates with reservation
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
• Issues, controls and releases guest safe-deposit
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and
• Follows company policies and
• Personal vehicle to travel locally or to other locations is a primary job duty.

Note: Other duties as assigned by supervisor or management

Health and Safety

• Follow hotel safe work procedures and policy, including the use of personal protective equipment.
• Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.
• Report all injuries or illnesses to a supervisor or manager
• Participate in workplace health and safety concerns or issues to the attention of the committee or health and safety representative.

Relationships:

Internal:

To relay guest needs for service.

Accounting:

To seek credit approval for payment processing.

External:

Hotel guests: To sell and provide customer service; to resolve problems.

Transportation Companies: For guest transportation, Lost Bags,

distressed Passengers

Local Businesses: To provide information for guest; develop relationships

Education/ Experience: High School diploma or equivalent and some customer service experience.

Certification and/or License Requirement : Valid Provincial Driver's License

Working Conditions

Will be required to work nights, weekends and holidays.

Will be required to work in a fast paced, stressful environment. May be asked to work overtime

Guest Service Representative

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, moving about while standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person also types or uses a keyboard to coordinate hotel services for the guests.

This position utilizes problem solving and reasoning abilities often.