Front Office and Guest Services Representative

2 weeks ago

Toronto, Canada CEM Resorts Full time

We are currently seeking a dynamic and customer-focused individual to join our team as a Front Office and Guest Services Representative. If you are passionate about providing exceptional guest experiences and possess excellent communication and organizational skills, this role is for you.

**Responsibilities**:

- Guest Relations:

- Greet guests in a warm and friendly manner, ensuring a positive first impression.
- Provide a personalized and attentive service to meet guests’ needs and exceed their expectations.
- Respond to guest inquiries and requests promptly and courteously, maintaining a high level of professionalism at all times.
- Handle guest complaints or concerns efficiently, seeking appropriate solutions and escalating issues when necessary.
- Assist in coordinating special requests, such as room upgrades, amenities, and restaurant reservations.
- Front Office Operations:

- Conduct check-in and check-out procedures efficiently, ensuring accuracy in guest information and billing details.
- Manage room allocations and ensure timely and smooth guest arrivals and departures.
- Maintain a comprehensive knowledge of hotel services, facilities, and local attractions to provide accurate information to guests.
- Process guest payments, invoices, and credit card transactions accurately and securely.
- Concierge Services:

- Provide recommendations and assistance to guests regarding local attractions, dining options, transportation, and entertainment.
- Arrange transportation, tours, and tickets for guests, ensuring a seamless and enjoyable experience.
- Assist with luggage handling, including storage and retrieval.
- Coordinate with other departments to fulfill guest requests and ensure a smooth flow of operations.
- Administrative Tasks:

- Maintain accurate and up-to-date guest records and reservation information in the property management system.
- Prepare daily reports, including occupancy, revenue, and guest feedback, to facilitate effective decision-making.
- Assist with inventory management of guest supplies, such as toiletries and amenities.
- Collaborate with the housekeeping department to ensure rooms are ready for guest arrivals and maintain cleanliness standards in public areas.

**Requirements**:

- High school diploma or equivalent; additional certification in hospitality or related field is a plus.
- Proven experience in a similar role within the hospitality industry, preferably in a luxury hotel or resort setting.
- Exceptional interpersonal and communication skills, both verbal and written.
- Strong problem-solving and decision-making abilities.
- Excellent organizational and multitasking skills, with attention to detail.
- Proficient in using computer systems, including property management systems and Microsoft Office Suite.
- Ability to work in a fast-paced environment and remain calm under pressure.
- Flexibility to work varying shifts, including weekends and holidays.

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