Guest Services Representative

2 weeks ago

Vaughan, Ontario, Canada Easton's Group Full time

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

  • Welcome 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.
  • Upsell rooms where possible to maximize hotel revenue.
  • 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.
  • Issue, control and release guest safedeposit boxes.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or followup.
  • Respond appropriately to guest requests; promotes 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 preferred.

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 50 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, motivating and training abilities are often used.
  • May be required to work nights, weekends, and/or holidays.

Work Area:
Front Office

HEalth and safety


Ø Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.


Ø Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.

Ø Report all injuries or illnesses to a supervisor or manager immediately.


Ø Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.


Job Types:
Full-time, Permanent

Salary:
From $17.00 per hour

Benefits:

  • Dental care
  • Onsite parking

Flexible Language Requirement:

  • French not required

Schedule:

  • 8 hour shift
  • Weekend availability

Work Location:
One location

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