Guest Service Agent/Night Auditor

Algonquin Resort•Toronto, ON

4h•Onsite

About The Position

InnVest is the largest independent owner and operator of hotels in Canada, with over 100 hotels representing 18 internationally recognized brands. Our portfolio is geographically and experientially diverse, ranging from roadside inns to luxury urban properties. At InnVest, our mission is to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

Requirements

Excellent communication skills in English
Must be able to speak, read, write, and understand the primary language(s) used in the workplace
Excellent organizational, interpersonal, and administrative skills
Proficient or familiar with computerized systems
Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
Present a high degree of professional work ethic and image
High school graduate or equivalent
Availability to work day, evening, and night shifts any day of the week including weekends and holidays

Responsibilities

Create a welcoming environment for guests.
Register guests and assign rooms, accommodating special requests whenever possible.
Complete pre-registration and blocking of rooms for reservations/guest arrival.
Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
Understand room status and room status tracking.
Know room locations, types of rooms available, and room rates.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
Process guest check-outs.
Post and file all charges to guest, master, and city ledger accounts.
Work closely with all hotel departments to improve service delivery and efficiency.
Use proper telephone etiquette.
Coordinate guestroom maintenance work with the engineering and maintenance division.
Report any unusual occurrences or requests to the manager or supervisor.
Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments – cash, debit, and credit and maintain a float.
Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures as required by Hotel.
posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments as required.
Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed to ensure required documentation is obtained.
Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.
Audit all income postings and charges.
Record and balance staff and house charges.
Prepare and transmit credit card deposits.
Process city ledger work to accounting.
Know all safety and emergency procedures, and is aware of accident prevention policies.
Ensure the work environment is tidy and well organized at all times (lobby).
Adhere to all health and safety guidelines and standards.