Guest Services Ambassador / Night Audit

Hcareers; Toronto; On-site; CAD 36,000 - 52,000; Full time

Job summary

One King West Hotel & Residence is seeking a Front Office/Night Audit professional to respond to guest requests, manage reservations, and ensure exceptional guest satisfaction. The role requires strong English communication, professional telephone etiquette, and multitasking in a fast-paced environment.

Responsibilities include check-ins/outs, cashier audits, daily reports, and inter-departmental coordination while upholding health and safety procedures.

Qualifications

• Previous experience in Front Office/Night Audit is an asset.
• Knowledge of OPERA and Microsoft Office.
• Excellent command of the English language both oral and written.
• Demonstrate customer service ethic and have a friendly and outgoing disposition.
• Proven abilities in handling irate customers with effective resolutions.
• Well developed communication and organization skills with abilities to multi-task in a fast-paced environment.

Responsibilities

• Execute guest check-ins, check-outs and reservations.
• Respond to internal and external guests’ requests.
• Balance individual cashier audits, including credit card and cash transactions.
• Familiar with all Health & Safety, fire and emergency procedures.
• Complete daily task lists and daily reports.
• Ensure inter-departmental communication and co-operation in the interest of guest satisfaction.
• Support other Front Office functions as required.
• Follow-up and communicate pertinent guest related facts to colleagues and superiors.
• Knowledge of hotel events, rates and packages.

Skills

Excellent English (oral & written)

Customer service ethic

Strong communication

Multi-tasking ability

Adaptability

Professional telephone etiquette

Team player

Tools

OPERA

Microsoft Office

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Required to work overnight shifts

Respond to internal and external guests’ requests

Responsible for maintaining high and consistent level of Guest Services

Acknowledge guest complaints and ensure guests’ needs are met

Execute guest check-ins, check-outs and reservations

Answer telephone calls and guest inquires

Completion of various daily reports, posting changes and managing personal float

Balance individual cashier audits, including credit card and cash transactions

Familiar with all Health & Safety, fire and emergency procedures

Complete daily task lists

Ensure inter-departmental communication and co-operation in the interest of guest satisfaction

Support other Front Office functions, such as Reservations, Lobby Services and Satellite Lobbies as required

Follow-up and communicate pertinent guest related facts to colleagues and superiors

Knowledge of hotel events, rates and packages

Participation in monthly communication meetings, committees and projects as required

Understand all programs offered, including marketing and strategic partnerships with other organizations

Able to inform guests about all hotel facilities and hotel history

Maintain a high standard of professionalism, dress, uniform and body language

Additional duties as assigned

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

Previous experience in Front Office/Night Audit is an asset

One King West Hotel & Residence welcomes and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process

Knowledge of OPERA and Microsoft Office

Professional telephone etiquette

Excellent command of the English language both oral and written

Demonstrate customer service ethic and have a friendly and outgoing disposition

Proven abilities in handling irate customers with effective resolutions

Well developed communication and organization skills with abilities to multi-task in a fast-paced environment

Excellent computational and analytical abilities and keen attention to detail

Ability to handle pressure and multiple tasks

An enthusiastic, self-directed team player with high level of adaptability to rapidly changing demands

Source: Hcareers