Guest Service Agent

Innvesthotels; Toronto; On-site; CAD 30,000 - 40,000; Full time

Job summary

A leading hotel in Toronto is seeking a Guest Service Representative to enhance guest experiences. The role involves registering guests, managing reservations, and ensuring smooth communication between departments. Ideal candidates possess strong communication and organizational skills, with a commitment to customer service excellence. Flexibility in working hours is essential, as shifts may include evenings and weekends.

Qualifications

• Excellent written and verbal communication skills in English.
• Availability to work day, evening, and night shifts.

Responsibilities

• Register guests and assign rooms, accommodating special requests.
• Process guest check-outs and manage reservations.
• Coordinate room status updates with housekeeping.

Skills

Communication

Organizational Skills

Interpersonal Skills

Customer Service

Education

High School Graduate

Tools

Computerized Systems

Job description

The Guest Service Representative position is generally responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.

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, take reservations for guests both in-house and call-in, and understand 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.
• 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, and be 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.

COMPETENCIES WE ARE SEEKING :

• Excellent written and verbal communication skills in English.
• Excellent organizational, interpersonal, and administration skills.
• Proficient or familiar with computerized systems.
• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations.
• Present a high degree of professional work ethic and image.
• High school graduate or equivalent.
• Availability to work day, evening, and night shifts any day of the week including weekends and holidays.

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications; however, only those applicants selected for an interview will be contacted.

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