Guest Service Representative - Metcalfe Hotel

Gray Collection; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Job summary

The Metcalfe Hotel, now part of the Gray Collection, offers understated luxury in Ottawa. The Guest Service Representative will manage check-in/check-out, reservations, payments, and guest requests, delivering warm, personalized service while collaborating with hotel departments and maintaining accurate records.

Qualifications include Opera/Opera Cloud experience, strong communication, bilingual English/French, and the ability to work mornings, evenings, and weekends.

Qualifications

• Computer literacy with Opera/Opera Cloud experience is preferred.
• Strong guest service orientation.
• Willing to work a variety of shifts including mornings, evenings, and weekends.
• Maintain a professional appearance and demeanor.
• Fluency in English and French; third language is an asset.

Responsibilities

• Welcome guests and handle check-in/check-out processes and reservations.
• Assist with bookings and monitor room inventory to maximize revenue.
• Respond to guest requests promptly and professionally.
• Process payments and maintain accurate records of transactions.
• Collaborate with all hotel departments while adhering to health and safety standards.
• Balance a cash float and ensure proper cash handling procedures.
• Provide a warm, authentic guest experience and promote hotel facilities.

Skills

Guest focus

Leadership

Communication

Time management

Multitasking

Professional appearance

Bilingual: English/French

Interpersonal skills

Team player

Education

Hotel Management/Hospitality

Relevant hospitality experience

Tools

Opera/Opera Cloud

Job description

The Metcalfe Hotel delivers in Ottawa an understated luxury to world travelers by showcasing our rich building history and connecting to the current culture, community, and people that make Ottawa a lively 21st century capital city. Newly fully renovated and now part of the Gray Collection, our hotel is now entering a new era.

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)