Guest Service Agent

Holiday-In; Toronto; On-site; CAD 34,000 - 38,000; Full time

Benefits offered by this job

Health coverage

Wellness days

Employee social events

On-site parking

Gym and pool access

Retirement / profit-sharing plan

IHG hotel discounts

Job summary

Holiday Inn Toronto International Airport in Toronto, Ontario is hiring for a front desk/guest services role. The position offers an hourly wage with benefits and opportunities for growth within a major hospitality company.

Join a diverse team dedicated to exceptional guest service, upselling rooms, handling payments, and coordinating with various hotel departments. Candidates should have a high school diploma, front desk experience, and fluency in English; additional languages are a plus.

Qualifications

• High School diploma or equivalent with 1 year front desk/guest service experience.
• Some college is preferred.
• Must speak fluent English; other languages are a plus.

Responsibilities

• Check-in/check-out hotel guests in a timely and professional manner.
• Register guests and issue room keys; provide information on services and locations.
• Upsell rooms when possible to maximize revenue.
• Process cash and credit card transactions accurately per procedures.
• Handle guest requests and service recovery to ensure satisfaction.
• Coordinate with other departments and assist with reservations as needed.

Job description

Holiday Inn Toronto International Airport, Toronto, ON, CA

Salary Range: $24.78 To $27.54 Hourly

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 more 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 the 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 Hotel:

Welcome to the vibrant Holiday Inn Toronto International Airport, where excitement and comfort collide! Boasting 451 rooms and owned by Easton's Group of Hotels, we're just minutes from Pearson Airport. Indulge in our expansive restaurant and bar and explore over 20,000 square feet of versatile banquet space.

• Health, Vision, and Dental Coverage
• Wellness Days
• Employee Social Events
• On-Site Parking
• Onsite Gym/Pool
• Retirement Saving Plan / Deferred Profit-Sharing Plan
• Hotel Discounts at IHG

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.
• 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.
• May be required to work nights, weekends, and/or holidays.

QUALIFICATIONS AND REQUIREMENTS

• High School diploma or equivalent, plus one-year front desk/guest service experience. Some college is preferred.
• Must speak fluent English. Other languages preferred.
• 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, etc.

Work Area: Front Office

Accessibility & Accommodation:

• Holiday Inn Toronto International Airport is committed to an inclusive, accessible recruitment process. Accommodations are available upon request for all stages of the selection process.
• Should you require any accommodations during an interview process, kindly let us know in advance, as we are committed to an inclusive and accessible recruitment process.