Guest Service Agent

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

Job summary

InnVest Hotels is seeking a Guest Service Representative to warmly welcome guests, register arrivals, assign rooms, and handle checkout processes. You will work closely with housekeeping and maintenance to ensure rooms are accurately reported and prepared for guests.

Applicants should have high school or equivalent, excellent English communication, and proficiency with computerized systems. Availability for day, evening, and night shifts, including weekends, is required.

Qualifications

• High school diploma or equivalent.
• Excellent English communication skills.
• Proficient with computerized systems.

Responsibilities

• Create a welcoming environment for our guests.
• Register guests and assign rooms, accommodating special requests.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Process guest charges to guest, master, and city ledgers.
• Coordinate room status updates with housekeeping and maintenance.
• Handle guest check-outs and verify billing accuracy.

Skills

Communication skills

English language

Education

High School or equivalent

Job description

THE ROLE:

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.

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.
• 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.

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 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.