Guest Service Agent | Union Hotel

Silver Hotel Group; Toronto; On-site; CAD 35,000 - 55,000; Full time

Job summary

Join a vibrant and dynamic team at a leading hotel group, where your role as a Guest Services Agent will be pivotal in creating memorable experiences for guests. This position offers the opportunity to work in a fast-paced environment, engaging with diverse individuals from around the world. With a commitment to employee development and a culture of recognition, you will thrive in an atmosphere that values creativity and teamwork. Enjoy perks like education reimbursement and hotel stay discounts while being part of a company that truly believes in the mantra 'You Matter.' If you're passionate about hospitality and eager to make a difference, this role is perfect for you.

Benefits

Education Reimbursement

Annual Wellness Credit

Team Member Referral Program

Leadership Development

Team Building Events

Culture of Recognition Program

Hotel Stay Discounts

Qualifications

• Experience in customer service, preferably in hotel front desk.
• Strong written and verbal communication skills required.

Responsibilities

• Provide exceptional service to guests during check-in and check-out.
• Handle guest inquiries and resolve complaints efficiently.

Skills

Customer Service

Communication Skills

Problem Solving

Flexibility

Education

High School Diploma

Hospitality Management Degree

Tools

Word

Excel

Maestro

Opera

Job description

Guest Services Agent

We are currently looking for a Guest Services Agent! The primary responsibility of the Guest Service Agent is to provide our hotel guests with a positive first and last impression, as well as provide them with exceptional service.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world.
• Education Reimbursement for you (and your children!)
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the Guest Services Manager, the Guest Service Agent will:

1. Maintain a warm and friendly demeanor at all times with guests and team members;
2. Comply with all company standards and brand standards, if applicable;
3. Interact with all guests during check-in and check-out procedures;
4. Create and cancel reservations as required, handle check-in and check-outs;
5. Greet all incoming and outgoing calls in a professional and timely manner;
6. Review logbook and emails daily and complete all tasks on the checklist;
7. Maintain proper operation of Front Desk telephones, be familiar with daily sell rates;
8. Balance and prepare individual paperwork for closing of shift with hotel standards;
9. Work closely and maintain proper communication with all hotel departments;
10. Handle guest registration and room assignments, accommodating special requests whenever possible;
11. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner;
12. Resolve customer complaints; assist customers in all inquiries related to hotel services, in-house events, directions, local attractions, check cashing, gift shop, safety boxes, etc.;
13. Perform other duties assigned by the Supervisor or department manager.

What We Are Looking For...

• Customer Service experience, preferably in a Hotel Front Desk position;
• Excellent written and verbal communication skills;
• Computer literate in Word and Excel. Maestro's or Opera experience is an asset;
• Results-oriented with the ability to be flexible and work well in a busy environment;
• A self-motivated individual capable of problem solving, initiating action, and completing projects in a timely manner with minimal supervision;
• Friendly, energetic, enthusiastic, self-motivated, with a professional appearance;
• Availability to work days, evenings, weekends, and holidays as required;
• Legally authorized to work in Canada.

Inspired by Toronto’s diverse local culture, Union Hotel is an independent boutique property located in the heart of the financial district. This vibrant 189-room hotel offers a welcoming environment with local touches throughout, including guest rooms, artwork, amenities, and F&B offerings. Enjoy casual and inviting spaces like our lobby café and lounge, Humble Donkey, perfect for coffee or cocktails.

About Us

https://www.silverhotelgroup.com/

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company with a diverse portfolio across Canada and the U.S., including full, select-service, independent, and boutique hotels. Our culture emphasizes passion, creativity, and fun, guided by core values such as Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. Our mantra “You Matter” reflects our commitment to our 600+ team members, fostering engagement and retention. We invite new team members to join us in building something exceptional.

The Silver Hotel Group is committed to equitable and accessible employment practices, respecting the dignity and independence of all persons. Accommodations are available upon request throughout the recruitment process. Please contact Human Resources at 905-362-9480. We are an equal opportunity employer, considering all qualified applicants without regard to race, color, religion, sex, national origin, disability, or other protected characteristics.