Guest Service Agent

Algonquin Resort•Newmarket, ON

13d•Onsite

About The Position

InnVest Hotels is seeking a Guest Service Representative to join their team. InnVest is the largest independent owner and operator of hotels in Canada, with a diverse portfolio of over 100 hotels representing 18 international brands. The company culture is built on collaboration, with a focus on delivering outstanding guest experiences and superior returns on hospitality investment. A career at InnVest offers significant opportunities and exposure to Canada's largest independently-owned and operated hotel portfolio.

Requirements

Excellent written and verbal communication skills in English
Excellent organizational, interpersonal and administration 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

Represent the hotel to the guest throughout all stages of the guest’s stay.
Determine the guest’s reservation status and identify their duration of stay.
Process the guest’s method of payment.
Work closely with housekeeping and maintenance to ensure room status reports are current and up to date.
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.
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.
Use suggestive selling techniques to sell rooms and promote other hotel services.
Coordinate room status updates with the housekeeping department.
Take reservations for guests both in house and call in, understanding 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.
Know all safety and emergency procedures, and be 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.