Welcome Desk Enthusiast/Guest Service Agent

What an exciting time to weave a new fabric into the vibrant neighbourhood of downtown Toronto!

Say hello to Canopy by Hilton Toronto Yorkville! Canada’s first Canopy by Hilton.

Canopy by Hilton, Hilton's first lifestyle brand, is a place in the neighbourhood to relax and recharge, offering simple guest-directed service, comfortable spaces, and thoughtfully local choices.

Culture is key at Canopy, with team members known as “friendly enthusiasts,” that engage guests, always going above and beyond, to make stays memorable and thoughtful. Relationships with area partners showcase Canopy’s expertise in local know-how, crafting unique experiences tailored for every guest.

Attention to detail and an energetic environment ensures Canopy’s “Positively Yours” service culture is a kept Brand promise, delivering a consistent “Positive Stay,” where memories are made, and comfort is guaranteed.

Canopy by Hilton Toronto Yorkville is a 184-room hotel with restaurant, street level café, and over 3500 sq ft of meeting space, located in one of the most exclusive and sought-after areas of downtown Toronto, Canada.

Position Title: Welcome Enthusiast/Guest Service Agent

Reports To: Lead Welcome Enthusiast/Front Office Manager

Position Status: This posting is for a current job opening

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; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift. Answer phones in a prompt and courteous manner.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• 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; provides guests with information such as local attractions and directions to increase satisfaction.
• Make appropriate service recovery gestures in order 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. Some college preferred. Must speak fluent English. Other languages are considered an asset.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office area
• Remain stationary for extended periods of time
• Carrying or lifting items weighing up to 100 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, motivational and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.

WHY JOIN US:

• Health, Dental, and Vision benefits.
• Discounted On-site Parking.
• Discounted and Complimentary employee meals.
• Discounted Hotel Rooms Nights (Hilton Worldwide).
• Hilton University access.
• Tuition Reimbursement.
• Perkopolis.
• GoodLife – Discounted membership.
• Employee engagement and appreciation events.
• Wellness days – Five days per year.

ACCESSIBILITY & ACCOMMODATION:

Job Posting – Canopy by Hilton Toronto Yorkville Hotel is committed to an inclusive, accessible recruitment process. Accommodation is available upon request for all stages of the selection process.

Communication (i.e.) booking Interview – If you require any accommodations during the interview process, kindly let us know in advance, as we are committed to an inclusive and accessible recruitment process.

HEalth and safety

• Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.
• Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.
• Report all injuries or illnesses to a supervisor or manager immediately.
• Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.

Review and be aware of all sections of the Health and Safety Manual

About Hilton:

One of the world’s largest, fastest-growing hospitality companies representing

18 Brands, 122 countries and territories and more than 6,800 properties worldwide…and counting!

Hilton’s vision is to fill the earth with the light and warmth of hospitality.

Recognized for a culture of belonging:

Ranked #1 on the 2021 DiversityInc’s Hall of Fame list of Top 50 Companies for Diversity

Fortune 2022 World's Most Admired Companies

Ranked #7 in Canada on Great Place to Work

2022 World’s Most Valuable Hotel Brand, Brand Finance Global 500

2022 Best Workplaces for Women

2021 Forbes, Best Employers for New Graduates

2019 Pinnacle Award, Company of the Year – Hilton Canada

Since being founded in 1919, Hilton has been a leader in the hospitality industry and remains a beacon of innovation, quality, and success. This continued leadership is the result of Team Members staying true to the brand’s Vision, Mission, and Values.

Specifically, we look for team members who demonstrate these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.

Integrity - We do the right thing, all the time.

Leadership - We're leaders in our industry and in our communities.

Teamwork - We're team players in everything we do.

Ownership - We're the owners of our actions and decisions.

Now - We operate with a sense of urgency and discipline

Brighter Together. We are Hilton. We are Hospitality.

About Easton’s: The Easton’s Group of Hotels has grown into a major force in the hospitality and service industry across Canada Its flagship hotels include industry – renowned brands such as Marriott/Starwood, Hilton and IHG. With a dynamic leadership team and an abiding passion for excellence, the company is aggressively expanding to new locations with diverse offerings for the demanding business and leisure traveler.

In the highly competitive hotel industry, Easton’s Group’s core advantages are prime locations, premium quality, and superb service. Every Easton’s Group hotel is located to cater to the needs of its clientele while being on the cutting edge of offering the best advantages to its guests. Whether it’s the downtown Toronto hotels that are just steps to major offices, banks, subways, theatre and cultural hotspots, or the Vaughan properties that are close to the area’s main tourist attractions like Canada’s Wonderland or Vaughan Mills Shopping Centre.