Guest Service Agent

4 days ago

Mississauga, Canada Hilton Garden Inn Toronto Airport Full time

The **Hilton Garden Inn Toronto Airport, **located close to the Pearson Toronto Airport, is currently recruiting for **Guest Services Agents **The primary responsibility of the Guest Service Agent is to provide our hotel guests with a positive first and last impression, as well as providing them with exceptional service. Key responsibilities include assisting guests through the arrival and departure experience, acting as a concierge by providing recommendations and catering own style to best serve/engage the guest in their experience. Above all, the Guest Service Agent’s service is friendly, genuine and thoughtful, with a focus on creating an exceptional experience that fosters loyalty

**Duties and Responsibilities**

**Reporting to the Guest Services Manager or their designate, you will**:

- Maintain a warm and friendly demeanor at all times with guests and team members;
- Comply with all company standards and brand standards, if applicable;
- Interact with all guests during check-in and check-out procedure;
- Create and cancel reservations as required, handle check in and check outs;
- Greet all incoming and outgoing calls in a professional and timely manner;
- Maintain proper operation of Front Desk telephones, be familiar with daily sell rates;
- Balance and prepare individual paperwork for closing of shift with hotel standards;
- Work closely and maintain proper communication with all hotel departments;
- Handle guest registration and room assignments, accommodating special requests whenever possible;
- Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner;
- Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, gift shop, safety boxes etc.;
- Assist with responsibilities and duties in the absence or heavy volume in the areas of Service Express Bellman or Agents;
- Perform other duties assigned by supervisor or department manager.
- Live the corporate culture, personifying it in daily interactions with both guests and team members;
- Be an engaging team member who is highly inclusive, inspiring and able to relate to all levels;
- Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

**Job Requirements**
- Experience working in a customer service role is an asset. Demonstrated exceptional guest/customer service skills with a passion for anticipating and exceeding guest expectations.
- Excellent written and verbal communication skills are essential.
- Computer literate in Word and Excel. Opera experience is an asset.
- Results oriented with the ability to be flexible and work well in a busy and demanding environment.
- A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with mínimal supervision.
- Must be friendly, energetic, enthusiastic and self-motivated, with a professional appearance.
- The company has implemented a COVID-19 Vaccine Policy which states that successful applicants are required to provide proof of full vaccination or proof of a documented exemption as part of the hiring process. Details of the policy will be discussed as part of the hiring process._

**About Silver Hotel Group**

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional
- The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources directly._
- The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, col

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