Guest Service Agent

Easton's Group of Hotels Inc.•Toronto, ON

10d•Onsite

About The Position

Easton’s Group of Hotels is one of Canada’s most successful and multicultural Hospitality companies, owning and managing 20 hotels with more in development. They are committed to fostering an inclusive workplace and providing exceptional benefits, perks, and growth opportunities. The Westin Toronto Airport, part of Easton’s Group, is located near YYZ airport and features amenities like a Westin WORKOUT®, heated indoor pool, and dining options. The team is involved in community events and values employee well-being. The Guest Service Agent role involves checking in/out hotel guests, processing payments, and ensuring guest satisfaction in a timely and professional manner.

Requirements

High School diploma or equivalent.
One-year front desk/guest service experience.
Must speak fluent English.
Ability to frequently stand up behind the desk and front office area.
Ability to remain stationary for extended periods.
Ability to carry or lift items weighing up to 50 pounds.
Ability to handle objects, products, and computer equipment.
Ability to use a keyboard to operate various property management and reservations systems, etc.
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.

Nice To Haves

Some college is preferred.
Other languages preferred.

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; promotes 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.