Guest Service Agent

Embassy Suites by Hilton; Pointe-Claire; On-site; CAD 34,000 - 52,000; Full time

Benefits offered by this job

Health, Vision, and Dental Coverage

Wellness Days

Employee Social Events

On-site Parking

Hotel Discounts at Hilton Properties

Tuition Reimbursement

Job summary

Embassy Suites by Hilton Montreal Airport in Pointe-Claire, QC, is seeking a full-time Guest Service Agent. Check-in/check-out guests promptly and professionally, process payments, and assist guests with hotel services.

The role requires fluent French and English, a high school diploma, and front desk experience. Night/weekend shifts are required, with opportunities for growth and employee benefits.

Qualifications

• Fluent in French and English.
• High School diploma or equivalent.
• 1 year front desk/guest service experience preferred.

Responsibilities

• Welcomes guests in a friendly, prompt, and professional manner.
• Register guests, issue keys, and provide information on hotel services.
• Upsell rooms to maximize hotel revenue.
• Process cash/credit card transactions following procedures.
• Handle guest requests and coordinate with other departments.
• Assist with check-in/check-out for individuals and groups.
• Follow Company and Brand Standards in daily duties.

Skills

Bilingual English/French

Customer service

Front desk experience

Education

High School diploma

Tools

Property management systems

Job description

Embassy Suites by Hilton Montreal Airport, Pointe-Claire, QC, CA

Looking for a career change? Join one of Canada's most successful and multicultural hospitality companies that strives to take your talent to the next level. With 20 hotels owned and managed by Easton's Group of Hotels and a further five in development, your passion, collaboration, and voice will be an excellent addition to our growing organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees.

If you have a passion for exceptional service delivery, are results-driven, and appreciate recognition, Easton's is your career partner of choice.

At Easton's, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

About the Hotels:

Embassy Suites by Hilton Montreal: The Embassy Suites by Hilton Montreal Airport is a 162 All Suites, full-service hotel, owned and operated by Easton's Group of Hotels. A Montreal Airport Hotel with a Full-service Restaurant and Bar "Rendez-Vous de L'ouest" and two meeting rooms, within walking distance from Fairview Shopping Mall and many restaurants in the area. Ideal for long-term stays and large groups, as well as very corporate-oriented.

The Embassy Suites by Hilton Montreal Airport is looking for an energetic, hardworking, and results-driven full-time Guest Service Agent.

BENEFITS

• Health, Vision, and Dental Coverage
• Wellness Days
• Employee Social Events
• On-site Parking
• Hotel Discounts at Hilton Properties
• Tuition Reimbursement

JOB OVERVIEW

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.

Duties and Responsibilities

• Welcomes guests in a friendly, prompt, and professional manner.
• Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift. Answer phones promptly and courteously.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned banks.
• Issue, control, and release guest safe deposit boxes.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest requests; promotes hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures to ensure total guest satisfaction.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
• In carrying out your duties you will follow all Company and Brand Standards.

QUALIFICATIONS AND REQUIREMENTS

• High School diploma or equivalent, plus one-year front desk/guest service experience. Some college is preferred.
• Must speak fluent in French and English.
• This job requires the ability to perform the following:
• Frequently standing up behind the desk and front office area
• Remain stationary for extended periods.
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products, and computer equipment
• Use a keyboard to operate various property management and reservations systems.
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Must be available to work nights, weekends, and/or holidays.
• Must be available to work between 3:00 PM to 11:00 PM.