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Guest Service Agent
Guest Service AgentEaston’s Group of Hotels • Toronto, ON, CA
Guest Service Agent

Guest Service Agent

Easton’s Group of Hotels • Toronto, ON, CA
30+ days ago
Job type
  • Full-time
Job description

Job overview

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.

Duties and Responsibilities

  • Welcomes guests in a friendly, prompt, and professional manner.
  • Register guests, issue room keys, provide information on hotel services and room location; prepare for group check-in and out and VIP arrivals; become informed of events/ functions in the hotel during the shift. Answer phones promptly and courteously.
  • Up-sell rooms where possible to maximize hotel revenue.
  • Accurately process all cash and credit card transactions per established procedures, including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned banks.
  • Issue, control, and release guest safe deposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Respond appropriately to guest requests; promote hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase satisfaction. Make appropriate service recovery gestures to ensure total guest satisfaction.
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes.
  • Promote teamwork and quality service through daily communications and coordination with other departments.
  • Perform other duties as assigned, including guest room tours, concierge services, special guest requests, etc.
  • In carrying out your duties, you will follow all Company and Brand Standards.

QUALIFICATIONS AND REQUIREMENTS

  • High School diploma or equivalent, plus one-year front desk/guest service experience. A college is preferred.
  • Must speak fluent English. Other languages preferred.
  • This job requires the ability to perform the following:
  • Frequently standing up behind the desk and front office area
  • Remain stationary for extended periods.
  • Carrying or lifting items weighing up to 50 pounds
  • Handling objects, products, and computer equipment
  • Use a keyboard to operate various property management and reservations systems, etc.
  • Other:
  • Communication skills are utilized a significant amount of time when interacting with guests and employees.
  • Reading and writing abilities are utilized often.
  • Basic math skills are used frequently.
  • Problem-solving, reasoning, motivating, and training abilities are often used.
  • May be required to work nights, weekends, and/or holidays.

Work Area: Front Office

Revery Toronto Downtown, Curio Collection by Hilton, is an equal opportunity employer committed to inclusive and barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please let us know, and we will work with you to meet your needs.

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Guest Service Agent • Toronto, ON, CA

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