Guest Service Agent

2 weeks ago

Cambridge, Canada Travelodge Cambridge Full time

The Guest Service Representative is the guest’s first point of contact with the Hotel. Each guest must have a consistently positive experience, this is ensured through welcoming and knowledgeable staff. You will be responsible for ensuring we provide the highest level of guest service and that all standards are met and maintained. Guest Service Representatives must have a passion for the role as well as a professional upbeat disposition.

Duties and Responsibilities:

- Take, cancel and alter room reservations
- Register arriving guests and assign rooms
- Process guests' departures
- Provide information on hotel facilities and services
- Process group arrivals and departures
- Calculate charges and receive payments
- Balance cash and complete balance sheets, cash reports and related forms
- Answer telephone and in-person inquiries and relay messages in a timely manner
- Clerical duties (i.e. faxing, filing, photocopying)
- Provide general information about Cambridge, Kitchener
- Waterloo and surrounding areas as well as points of interest

Provide customer service through:

- Always greeting guests in a friendly and professional manner
- Anticipate and address guest’s service needs
- Listen to guest’s complaints or concerns and resolve their issue in a timely manner
- Engage with all guests as a unique individual and listen attentively to their requests
- Maintain an inventory of vacancies, reservations and room assignments
- Compile reservation information checking for accuracy and to identify any special requests
- Responsible for a cash float throughout your shift and ensuring it balances correctly at the end of shift
- Promote a healthy work culture and safe working environment
- Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
- Practice safe working habits, including bending and lifting appropriately to avoid injury, reporting hazards, appropriate use of cleaning chemicals and working to minimize tripping hazards
- Comply with all hotel Policies, Procedures and Code of Ethics
- Keep work area neat and tidyUniform and personal appearance are kept clean and

professional and are in accordance with company policy’s and standards
- Performs any additional tasks which are assigned by management

**Requirements**:

- Exceptional interpersonal, communication and time management skills
- Ability to organize and manage workload
- Must be an independent self starter
- Ability to multi-task in a fast paced environment
- Written, spoken and reading proficiency in the English language
- Good computer skills, specifically Microsoft Office Suite and use of the internet

Must be available for evening and morning weekend shifts throughout the year\
Additional languages are an asset

Experience in Guest Services an asset

Knowledge of the hotel industry and/or previous experience in a hotel environment an asset

College or University degree in Hospitality or related field and asset

**Job Type**: Part-time

**Salary**: $16.00-$18.00 per hour

Schedule:

- 8 hour shift
- Evenings
- Morning shift
- Night shift
- Weekend availability

Work Location: One location

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