Guest Service Agent

Guest Service Agent
Employment type: Full-time
City: Toronto
Last visit: 2014-10-27
Author's ads: 1

Posted: 2014-10-27


We are currently seeking pro-active and friendly individuals for full-time Front Desk positions. Night Audit and reservations can be included in this position.

Duties include:

Register arriving guests and assign guest rooms. Process guests' departures, calculate charges and receive payments.

Handling guest needs and special requests.

Credit card and cash transactions.

Answering switchboard, directing client calls to appropriate department/guest room.

Provide broad information about room rates, hotel services and amenities, special packages and suite features to guests via telephone and email. Process cancelations, revisions and changes, logging information appropriately.

Enter reservations into central reservation system as required from extranet sources, rooming lists from the sales department or other sources, ensuring the accuracy and clarification of information submitted to maintain highest client satisfaction.

Monitoring inventory, room types and categories. Investigate rate discrepancies and report findings to department manager

Maintain a working knowledge of upcoming events, sold out/black out dates. Sharing knowledge of upcoming events with other departments.

Provide information on hotel facilities and services, and general information about points of interest in the area. General concierge duties. Provide property tours when required.

Participate in department meetings. Assists to implement new standards, procedures, and products to continually improve guest service.

Clerical duties; filing, faxing, sorting, spot-checking. Checking fax machine and general inquiry email for guest inquiries and respond accordingly and within an appropriate amount of time.

Investigate and resolve guest complaints and concerns. Report to manager if necessary.

Arrange services required for guests with special needs and guest room amenities for VIP's.

Act as a liaison in the absence of department manager.

Other duties as assigned by department managers, Front Office Manager, and/or General Manager.


The successful candidate will:

Have a minimum 1 year previous experience in a hotel setting.

Possess exceptional conflict resolution, negotiation, and objection handling skills; be able to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.

Demonstrate superior written and oral communication skills

A work permit is required

Must be a professional individual able to work under pressure in a fast paced, ever changing environment capable of multiple priorities under minimal supervision.

Excellent client relation skills.

Must be able to communicate effectively with guests, team members, and other staff verbally and in written form (English

Knowledge of Microsoft suite, office equipment and storage.

High attention to detail and organization.

Ability to remain calm, positive and focused while multi-tasking in a fast paced environment.

Proven self-motivation and ability to work well in a team environment with minimum supervision.

Flexible in scheduled shifts, between days and nights; weekdays and weekends.

No phone calls please

We appreciate your interest; however, only those selected for an interview will be notified.

Career Level: Experienced

Industry: Hospitality

Job Function: Hospitality and Food Service