Guest Service Agent: Deliver Exceptional Hotel Experiences

Owen Sound; Leamington; On-site; CAD 21,000 - 30,000; Full time

Job summary

Ontario Restaurant Hotel & Motel Association (ORHMA) in Ontario invites a Guest Service Agent to welcome guests, run smooth check-ins and check-outs, and ensure accurate registrations. You will address inquiries, resolve issues, process payments, upsell services, and uphold safety and service standards while collaborating with hotel staff.

Strong communication, a guest-first mindset, and teamwork are essential for delivering memorable stays. Knowledge of local attractions is a plus.

Qualifications

• Friendly, courteous, and helpful guest interactions.
• Efficient registration and payment handling.
• Problem-solving to resolve complaints.
• Excellent communication and interpersonal skills.
• Proactive about promoting hotel services and local attractions.
• Ability to work in a team and adapt to changing needs.
• Professional appearance and reliable attendance.

Responsibilities

• Ensure smooth and welcoming guest journey by managing check-in/check-out with accurate registration and room assignment.
• Elevate guest satisfaction by addressing inquiries, resolving issues, and handling complaints professionally.
• Maximize occupancy and upsell services with knowledge of room categories, rates, packages, and local attractions.
• Accurately process all guest transactions, including cash, cards, and gift certificates, maintaining financial integrity.
• Maintain safety and service standards by following emergency procedures and key controls.
• Collaborate with General Manager, Duty Managers, Room Attendants, and Maintenance to ensure cohesive service.
• Receive and relay messages to guests promptly and accurately.

Job description

The Ontario Restaurant Hotel & Motel Association (ORHMA) is dedicated to fostering a thriving hospitality industry across Ontario. We champion excellence and innovation within the sector, recognizing that exceptional guest experiences are at the heart of our mission. We are seeking a dedicated Guest Service Agent to be the welcoming face of our hotels, playing a pivotal role in ensuring every guest feels valued and their stay is seamless and memorable.

Key Responsibilities:

• Ensure a smooth and welcoming guest journey by efficiently managing check-in and check-out processes, including accurate guest registration, room assignment, and secure key coding.
• Elevate guest satisfaction by proactively addressing inquiries, skillfully resolving issues, and handling complaints with a friendly and efficient approach to ensure positive outcomes.
• Maximize hotel occupancy and promote services by utilizing up-selling techniques and demonstrating comprehensive knowledge of room categories, rates, packages, and local attractions.
• Accurately process all guest transactions, including handling various forms of payment, credit/debit cards, and gift certificates, maintaining financial integrity.
• Maintain operational excellence and safety by adhering to emergency and life safety procedures, following all key control protocols, and consistently upholding the highest service standards.
• Foster collaborative relationships with the General Manager, Duty Managers, Room Attendants, and Maintenance Workers to ensure cohesive and outstanding guest service.
• Receive, input, and accurately relay messages to guests, ensuring timely and effective communication.

Requirements & Qualifications:

• Demonstrated ability to interact with guests in a friendly, courteous, and helpful manner.
• Proven capability to efficiently manage registration and payment processes, including handling cash and various transaction types.
• Strong problem-solving skills to effectively resolve guest complaints and negotiate satisfactory solutions.
• Excellent communication and interpersonal skills, with a passion for delivering outstanding service.
• A proactive approach to understanding and promoting hotel services, facilities, and local area knowledge.
• Ability to work effectively as part of a team and adapt to changing operational needs.
• Commitment to maintaining a professional appearance and adhering to attendance standards.