Guest Services Agent

3 weeks ago

Hamilton, Canada Carmen's Group Full time

The C Hotel by Carmens is a chic retreat located in Hamilton. At the heart and soul of the C Hotel’s success is a remarkable team, who have been nationally recognized for their sincere and attentive service, flawless performance and culinary excellence. The C Hotel by Carmens is part of Carmens Group; an entertainment and hospitality company committed to creating extraordinary experiences to our clients and guests.

If you have the desire to work on the as a Guest Services Agent / Night Auditor in a boutique hotel and are looking to join a team of champions, we want to meet you.

**AT THE C HOTEL OUR GUEST SERVICES AGENTS**:
Represent the C Hotel by Carmens and drive our culture through daily interactions with our guests throughout all stages of their stay.

Have a passion for hospitality and ensure we exceed the expectations of every guest by providing personalized, courteous and professional customer service.

Are the first point of contact for our guests while working in a busy, vibrant and dynamic environment, on a supporting and energetic team.

This is the perfect opportunity for someone who is looking for a role in the hospitality industry and enjoys interacting with customers on a daily basis. We offer part time opportunities during the day, afternoon, and overnight both mid-week and on weekends. This is a great role for those who are looking to interact with guests and have a willingness to learn in a fast paced, exciting environment.

**THE GUEST SERVICES AGENTS HAVE THE OPPORTUNITY TO**:

- Provide a warm, engaging and personalized experience for our guests
- Respond to guest requests and inquiries in a timely manner
- Promote hotel amenities, rooms and other services available at the C Hotel; provide guests with information such as local attractions and directions as needed
- Learn the details and be familiar with the current available rooms, their location, layout and room rates
- Coordinate room status updates with Housekeeping and other departments to ensure up to date room availability
- Maintain inventories of room vacancies, reservations and room assignments
- Compile and check daily record sheets, guest accounts, receipts and vouchers
- Become familiar with the daily activities, events and meetings taking place within the C Hotel by Carmens
- Manage and resolve all guest complaints in a professional and courteous manner
- Process reservations delivered by telephone, mail, fax, central reservation systems, sales office and travel agents
- Participate in efficient pre-arrival, arrival, departure and overall experience for guests
- Present statements of charges to departing guests and receive payment; maintain cash float and security of keys
- Maintain a professional appearance and demeanor
- Exercise good judgment and demonstrate leadership abilities
- Drive positive change in the organization
- Other duties as assigned

**GUEST SERVICES AGENT POSITION REQUIREMENTS**:

- Friendly, professional and customer service focused
- Positive, outgoing and friendly team player
- Strong problem-solving abilities
- Excellent verbal and written communication skills
- Ability to build rapport quickly with guests
- Ability to work well under pressure in a fast-paced environment
- Smart Serve Certification required
- Intermediate level proficiency in Microsoft Suite required
- Flexible availability to work during the day, afternoon, weekends and night shifts required
- Previous experience using a POS system an asset
- High School Diploma required, completion of college or university program in hospitality management is considered an asset
- Experience as a Guest Services Agent an asset
- Experience using OPERA Cloud considered an asset

**WHAT CAN WE OFFER?**
- Great Place to Work Certified
- Competitive wage package
- Pay on demand
- Flexible work schedule
- Staff recognition, years of service rewards
- Group RRSP
- Hotel & Restaurant discounts
- Staff recognition
- Wellbeing programs
- Participation in staff events
- Opportunities for growth and a chance to play a role in our vision to continue being innovators and industry champions within the Hamilton hospitality community

Carmens Group is an entertainment and hospitality company committed to creating extraordinary memories for our guests and clients. Driven by our passion, creativity, innovative thinking, and world class service, we have remained industry champions for over 40 years. We are committed to enriching the lives of our guests through providing one of a kind experiences at each of our venues including Carmens Event Centre, The C Hotel, The Lakeview, The Hamilton Convention Centre, fig&lemon Catering, Mercanti Specialty Foods, and the Arlington Hotel & River's Edge. We are devoted to bringing excitement to Hamilton and Southern Ontario, and to enhancing the image of Hamilton with every strategic initiative we pursue.
- Carmens Group makes certain there is an equal employment opportunity for all employees and applicants for employment. Carm

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