Guest Service Agent

InnVest Hotels; Summerside; On-site; CAD 36,000 - 48,000; Full time

Job summary

InnVest Hotels Summerside is seeking a Guest Service Representative to welcome guests and manage front desk operations. You will register guests, assign rooms, handle special requests, and coordinate with housekeeping to ensure smooth check-ins and check-outs.

The role requires an understanding of hotel policies, ability to upsell services, and collaboration with other departments to deliver excellent guest experiences.

Qualifications

• Hospitality experience is preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Create a welcoming environment for guests.
• Register guests and assign rooms, accommodating special requests when possible.
• Handle pre-registration and blocking of rooms for reservations/arrival.
• Understand and apply credit, check-cashing and cash-handling policies.
• Understand room status and track changes; know rates and types.
• Suggest upsells to rooms and hotel services.
• Coordinate with housekeeping on room status and late/early changes.
• Take reservations for in-house and call-in guests; understand cancellations.
• Process guest check-outs and post charges to accounts.
• Communicate with all hotel departments to improve service delivery.

Skills

Customer service

Communication

Job description

The duties and responsibilities for the Guest Service 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.
• Use proper telephone etiquette.
• 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.