Guest Service Representative

3 months ago

Kingston, Canada The Quality Inn & Conference CentreComfort Inn & Suites Kingston Central Full time

**ABOUT US**:
At The Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central, we help guests feel refreshed and ready to take on the day by caring for them and delivering what they need with a friendly, can-do attitude.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more

***:
This is one of the most versatile roles at the company and perfect for anyone who loves interacting with guests and finds fulfillment in creatively solving problems. You are a detail-oriented individual who thrives on interacting with others, supporting your fellow team members, and satisfying guest requests throughout the day. As a Guest Service Representative, you will be responsible for checking guests in and out, creating and settling reservations, answering their requests and more.

**DUTIES & RESPONSIBILITIES**:

- Greet and welcome guests upon arrival
- Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.
- Check guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
- Report any unusual occurrences or requests to your Supervisors and Manager and log into MOD book
- Checks guests out of the hotel; processes customer payments according to established policies and procedures.
- Responds to guest requests promptly; promotes hotel services, packages, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
- Resolves guest complaints to the satisfaction of the customer; inform Manager/Supervisor of major problems, complaints, disturbances or unhappy guests.
- Handle reservation inquiries using Diamond Edge training.
- To maintain "float" in a cash drawer, complete a daily cash deposit slip and deposit all monies into the hotel safe according to the hotel's policies
- Provides a professional image at all times through appearance and proper uniform.
- Communicates effectively with all departments to ensure a positive guest experience as well as to ensure the safety of staff and guests
- Comply with all hotel loyalty programs
- Perform any other tasks as required
- **The above areas of responsibility are not all inclusive and may be amended from time to time.**_

**KEY PERFORMANCE INDICATORS**:

- Adherence to brand standards
- Ability to create strong customer relations with the guests
- Ability to prioritize work while promptly acknowledging guests at initial check-in
- Knowledge of hotel floor plan, services and amenities, room types, selling features
- Ongoingly boost team morale and encourage positive work ethic
- Knowledge of room rates, sizes, and accessibility layouts

**QUALIFICATIONS**:

- Completion of secondary school diploma (Grade 12) or equivalent
- Minimum 1 year of customer service experience
- Previous Front Desk experience preferred
- Must be computer literate
- Ability to speak French is an asset
- Must possess an outstanding level of customer service, be punctual, and well-organized
- Must have excellent organizational skills and attention to detail
- Must be a team player and have excellent communication skills
- Must possess the ability to communicate effectively within a diverse team environment
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers and guests
- Must be flexible to work any shift
- We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons._
- We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage memb

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