Guest Services Agent FT - Chelsea Hotel - Toronto

Careers - Langham Hospitality Group; Toronto; On-site; CAD 20,664,000 - 30,307,000; Full time

Job summary

The Chelsea Hotel, Toronto, part of Langham Hospitality Group, seeks a Guest Service Agent to manage guest check-ins and check-outs following Chelsea procedures and to ensure guest satisfaction.

Role requires excellent communication, knowledge of hotel services, and the ability to follow credit procedures to create a welcoming atmosphere for all guests.

Qualifications

• Previous Guest Service experience.
• Experience with a Hotel Property Management System.
• Fluency in English required; additional languages are an asset.
• Willingness to work nights and weekends.

Responsibilities

• Promote up selling hotel facilities to guests.
• Ensure charges posted to room accounts (laundry, parking, service charges).
• Settle outstanding balances for departed guests.
• Follow up on guest complaints and special requests.
• Greet guests and collect feedback on their stay.
• Adhere to safety, cash handling, and credit procedures.

Skills

Guest service experience

Hotel PMS knowledge

Team player

Fluent English (required)

Tools

Hotel Property Management System

Job description

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

Purpose

The Guest Service Agent complete all guest check-ins and check outs according to Chelsea procedures and to the guest satisfaction. Ensure excellent communication skills in order to exceed the guest expectations and meet their needs. Must have an excellent working knowledge of the current computer systems and room types, and be able to follow all credit procedures. Must be well informed of the hotel services and pass that information on to the guests. Create a welcoming and personable atmosphere for all guests.

Principal Responsibilities

• Promote up selling Hotel facilities to the guests.
• Ensure all charges made by guest are correctly posted on room accounts. (i.e. laundry, parking, ticket service charge, etc).
• Ensure that all outstanding balances for departed guests are settled.
• Follow up on guest complaints and special requests.
• Ensure the guests are greeted appropriately and are given the opportunity to provide us with feedback concerning their stay.
• Answer any guest or visitor questions or direct them to someone that can assist them. Ensure complete guest satisfaction.
• Greet guest by using first name if known.
• Smile and make eye contact with each guest, always say “my pleasure” instead of “you’re welcome”.
• Practice correct cash handling procedures.
• Ensure float is appropriately stocked and balanced.
• Complete the settlement of all outstanding accounts from departed guest.
• Open communication with Manager to report challenges or issues.
• Safe and effective use equipment.
• Adhere to and comply with all safety regulations when handling hazardous materials according to MSDS.
• Be fully aware of fire and emergency procedures and your role therein.
• Follow Chelsea grooming policy. Name Tag must be visible at all times.
• Perform other tasks as assigned by Management.

Academic and Working Qualifications

• Previous Guest Service experience.
• Previous experience with a Hotel Property Management System.
• Previous hotel experience an asset.
• Computer skills required.
• Aware of city tourist attractions, local business’, able to give directions, etc.
• SMART SERVE certificate an asset.
• Be able to work effectively in a team.
• Strong work ethic.
• Be able to handle a high volume of guests.
• Strong multitasking skills.
• Available to work a variety of shifts including nights and weekends.
• Good organizational skills required.
• Fluency in English a must and additional languages an asset.
• Ability to sit and/or stand for extended periods.
• Ability to work a variety of shifts.
• Ability to use standard computer equipment.
• Lifting up to 5 kilograms
• Some bending and stooping.

The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative.

For more information about the property, please visit:https://www.chelseatoronto.com/en/