Guest Service Agent

Courtyard by Marriott Toronto Airport; Toronto; On-site; CAD 18,000 - 29,000; Full time

Job summary

InnVest Hotels seeks a Guest Service Representative to welcome guests, register and assist with reservations, and coordinate with housekeeping.

You will learn and follow credit, check-cashing, and cash-handling policies, manage room statuses, and upsell services. The role requires attentiveness to guest needs and a professional demeanor.

Qualifications

• 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.
• Availability to work day, evening and night shifts any day of the week including weekends and holidays.

Responsibilities

• 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.
• 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.
• Understand the reservations process and take reservations for in-house and call-in guests.
• Process guest check-outs.
• Post and file charges to guest accounts.
• Work with other departments to improve service delivery and efficiency.

Skills

English communication

Organizational skills

Computerized systems

Guest service mindset

Professional work ethic

Flexible shifts

Education

High school diploma

Job description

• Pay or shift range: $20.91 CAD to $21.41 CAD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

ACTIVITIES:

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.
• 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.

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

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.

InnVest Hotels is an inclusive employer. People with disabilities are encouraged to apply, and accommodations are available upon request throughout the hiring process. InnVest is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. However, only applicants selected for an interview will be contacted.

THE COMPANY:

InnVest Hotels manages a portfolio of 100 hotels across 18 internationally recognized brands, making us Canada’s largest independent hotel owner. Our management team also oversees day-to-day operations at nearly 90 additional hotels, making InnVest the largest independent operator in the country. Our properties span from Vancouver, BC to Corner Brook, NL, and range from roadside inns to luxury urban hotels, offering a diverse and dynamic hospitality experience.

At InnVest, our mission is simple: deliver outstanding guest experiences and strong returns on quality hospitality investments. A career with us provides unique growth opportunities and invaluable exposure to Canada’s largest independently owned and operated hotel portfolio.