Guest Service Agent | Union Hotel

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

Job summary

Join a vibrant and family-owned hotel group as a Guest Services Agent, where you'll be the friendly face welcoming guests from around the world. In this dynamic role, you'll provide exceptional service, manage reservations, and ensure every guest leaves with a smile. With a commitment to fostering a fun and inclusive culture, this is your chance to thrive in a fast-paced environment while being part of a team that values creativity and teamwork. Enjoy perks like education reimbursement and hotel stay discounts as you contribute to a memorable experience for each visitor.

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, ideally in a hotel front desk role.
• Strong written and verbal communication skills.

Responsibilities

• Maintain a warm demeanor with guests and team members.
• Handle guest check-ins, check-outs, and reservations.
• Resolve customer complaints and provide information on local attractions.

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 offer them exceptional service.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Be part of Silver Hotel Group, a reputable brand committed to fostering a culture of respect, appreciation, and fun.
• Enjoy a fast-paced environment in an exciting industry, meeting people from around 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:

• Maintain a warm and friendly demeanor at all times with guests and team members.
• Comply with all company and brand standards.
• Interact with guests during check-in and check-out.
• Create and cancel reservations, handle check-ins and check-outs.
• Greet all incoming and outgoing calls professionally and promptly.
• Review logbook and emails daily, complete tasks on the checklist.
• Ensure proper operation of Front Desk telephones and be familiar with daily sell rates.
• Balance and prepare paperwork for shift closure according to hotel standards.
• Coordinate effectively with all hotel departments.
• Handle guest registration, room assignments, and accommodate special requests.
• Process check-ins and check-outs in accordance with hotel policies.
• Resolve customer complaints and assist with inquiries related to hotel services and local attractions.
• Perform additional duties as assigned by supervisors or managers.

What We Are Looking For...

• Customer Service experience, preferably at a Hotel Front Desk.
• Excellent written and verbal communication skills.
• Proficiency in Word and Excel; Maestro's or Opera experience is a plus.
• Results-oriented with flexibility to work in a busy environment.
• Self-motivated, problem-solving skills, and ability to complete tasks independently.
• Friendly, energetic, enthusiastic, professional appearance.
• Availability to work days, evenings, weekends, and holidays.
• Legal authorization to work in Canada.

About Us

Inspired by Toronto’s diverse culture, Union Hotel is an independent boutique property in the financial district, offering a vibrant atmosphere with local touches throughout the property. Our 189-room hotel features guest rooms, artwork, amenities, and food & beverage options like Humble Donkey, a casual lobby café and lounge.

About Silver Hotel Group

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. Our culture emphasizes passion, creativity, and fun, guided by core values including Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. We are committed to inclusivity and providing a barrier-free environment. Accommodations are available upon request for applicants with disabilities. We are an equal opportunity employer, welcoming applicants regardless of race, religion, gender, or other protected characteristics.