Full-time Guest Service Agent

Omni Hotels & Resorts•Toronto, ON

1d•CA$28 - CA$31•Onsite

About The Position

With a legacy spanning over 120 years, The Omni King Edward Hotel stands as Toronto’s first and longest-standing luxury hotel. Blending rich history with timeless elegance and modern hospitality, this landmark property has become a cherished destination for both locals and visitors. Located in the heart of downtown Toronto, it offers convenient access to the city’s celebrated restaurants, cultural attractions, and premier shopping districts. The Omni King Edward Hotel embodies the spirit of Toronto, vibrant, diverse, and welcoming. Making it an ideal choice for business and leisure travellers alike. Associates of The Omni King Edward Hotel take pride in being part of a workplace defined by respect, gratitude, and empowerment, supported by comprehensive training, mentorship, and a shared commitment to exceptional service. If you’re a friendly, motivated individual with a passion for creating memorable experiences, The Omni King Edward Hotel may be your perfect match. Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. They are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, and especially our Concierge, Bell-Door and Ideal Services teams.

Requirements

Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and other associates
Ability to accurately and efficiently input information into computer systems
Ability to work cohesively with others both within and outside of the department
Ability to compute mathematical calculations accurately
Ability to think clearly, quickly and make concise decisions
Ability to prioritize, organize and follow up
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
Ability to work a flexible schedule, including evenings, weekends, and overnight shifts based on business needs
Previous customer service experience required

Nice To Haves

Knowledge of Opera is strongly preferred
Previous hotel front desk experience is strongly preferred
Previous cashiering experience is preferred
Fluency in a second language is preferred
Previous guest relations training is preferred
Smart Serve Certification an asset

Responsibilities

Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access.
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
Maintain guest history files on all guests
Accommodate room changes expediently
Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
Issue safe deposit boxes to guests and ensure security of key
Monitor, send and distribute guest faxes
Generate, print and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.