Guest Service Agent

InnVest Hotels; Toronto; On-site; CAD 25,000 - 30,000; Full time

Job summary

InnVest Hotels is seeking a Guest Service Representative to welcome guests, register arrivals and handle room assignments in a busy Canadian portfolio. You will manage pre-registration, blocking, and respond to special requests while ensuring accurate billing and payments.

You will work closely with housekeeping and maintenance to keep operations running smoothly, balance daily charges, and maintain compliance with cash handling policies.

Qualifications

• Excellent communication skills in English.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Excellent organizational, interpersonal, and administrative 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.

Responsibilities

• Create a welcoming environment for 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.
• Uses 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.
• Process guest check-outs and post charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.

Skills

Communication

Language skills

Organizational skills

Administrative skills

Guest service

Professional image

Education

High school diploma

Tools

Computer systems

Job description

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of over 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Victoria, BC to Corner Brook, NL. From roadside inns to luxury urban properties, we are also experientially diverse.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

To learn more about InnVest Hotels, visit https://innvesthotels.com/

ACTIVITIES:

The duties and responsibilities for the Guest Service Representative include, but are not limited to the following:

• Create a welcoming environment for 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.
• Uses 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.
• Coordinate guestroom maintenance work with the engineering and maintenance division.
• Report any unusual occurrences or requests to the manager or supervisor.
• Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments – cash, debit, and credit and maintain a float.
• Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures as required by Hotel.
• posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments as required.
• Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed to ensure required documentation is obtained.
• Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.
• Audit all income postings and charges.
• Record and balance staff and house charges.
• Prepare and transmit credit card deposits.
• Process city ledger work to accounting.
• Know all safety and emergency procedures, and 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.

COMPETENCIES WE ARE SEEKING:

• Excellent communication skills in English
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Excellent organizational, interpersonal, and administrative 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.

Pay range for our various positions takes into account multiple factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; education and certifications, work location and other business and organizational needs.