Guest Service Representative

The Metcalfe Hotel by Gray Collection; Ottawa, Strathroy-Caradoc; On-site; CAD 30,000 - 40,000; Full time

Job summary

A leading hotel in Ottawa is seeking a Guest Service Representative to ensure a warm check-in/check-out process and manage guest requests. This role involves personalizing guest experiences, maintaining accurate records, and collaborating with all hotel departments. Ideal candidates will have strong communication skills, a guest-focused personality, and relevant hospitality education. Join a company that values employee growth and offers a supportive work environment.

Benefits

Group insurance plan with telemedicine

50% employee discount at all establishments

Discounts with business partners

Employee recognition events

Opportunities for career development

Qualifications

• Must be available to work various shifts including mornings, evenings, and weekends.
• Ability to work under pressure and multi-task effectively.
• Excellent oral and written skills in French and English.

Responsibilities

• Welcome and check-in/out guests, manage reservations and payments.
• Promote hotel facilities and enhance guest experiences.
• Maintain accurate records and handle cash transactions.

Skills

Communication

Interpersonal Skills

Time Management

Education

Post-secondary education in Hotel Management/Hospitality

Tools

Opera/Opera Cloud

Job description

Reporting to the Front Desk Manager, the Guest Service Representative ensures a warm check-in/check-out process and manages reservations, payments, and guest requests. Key duties include personalizing guest experiences, promoting hotel facilities, handling cash, and maintaining accurate records. You’ll also assist with bookings, monitor room inventory, and collaborate with all hotel departments while adhering to health and safety standards.

RESPONSIBILITIES

• Welcome, check-in/out room reservations, respond to internal and external requests, and settle accounts while providing warm and authentic service.
• Take initiative to add a personalized experience.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay.
• Assist with booking individual reservations.
• Respond to emails and other various administrative tasks.
• Maintain accurate records of daily transactions.
• Handle guest requests effectively and promptly.
• Cash handling, which includes balancing a float.
• Promote a professional and positive team environment.
• Monitor rooms' inventory to assist in maximizing rooms' revenue and availability.
• Maintain an excellent working rapport with all departments in the hotel and act as a liaison on behalf of our guest.
• To be Health & Safety conscious and actively involved in maintaining a safe work environment.
• Perform any other tasks which are assigned by management.

QUALIFICATIONS

• Computer literacy is a must with Opera/Opera Cloud experience an asset.
• A guest focused personality is crucial.
• Must be available to work a variety of shifts, including mornings, evenings, and/or weekends.
• Maintain a professional appearance and demeanor.
• Ability to work in a team environment and act as a leader when management is unavailable.
• Strong communication and interpersonal skills required.
• Ability to work under pressure, multi-task, and possess strong time management skills.
• Post-secondary education in Hotel Management/Hospitality or equivalent experience is a strong asset.
• Excellent oral and written skills in French and English (a third language is an asset).

BENEFITS:

• Group insurance plan with telemedecine
• Group RRSP and DPSP (Deferred Profit Sharing Plan)
• 50% employee discount at all of our establishments for the employee and up to 3 guests
• Discounts with our business partners (transportation, wellness, leisure)
• Company culture that values employees
• Employee recognition events
• Growing company with opportunities for career development and personal growth

In this document, we have made an effort to use neutral language suitable for all individuals, regardless of gender. However, certain terms, job titles, and sentence structures may require us to use the masculine form as a neutral gender. We wish to inform you of this.

As we prioritize an inclusive work environment, we welcome all individuals, regardless of gender, to apply.