Guest Service Agent

2 weeks ago


Concord, Canada Homewood Suites by Hilton Toronto Vaughan Full time

**Position Description**

**Front Desk Agent**

**Scope**

To provide all guests with our Suite Assurance Guarantee by delivering exceptional guest service satisfaction through ensuring all policies and procedures of Homewood Suites by Hilton are followed.

Responsible for welcoming guests through check-in and out of hotel, receiving payment, correcting account and reservation discrepancies, creating and cancelling reservations and act as the main liaison between the guest and the hotel.

**Major Responsibilities**
- To fully support and communicate the OPOG Culture of **“_Outrageously Pleasing Our Guests”_**
- Review Arrivals, HHonors guests, In-house guests, Suite Shop Inventory, CRM items and High Balances.
- Maintain a strong presence at the Front Desk and throughout the hotel at all times.
- Monitor occupancy/rate demand and recommend changes to the Front Office Manager.
- Ensure thorough knowledge of all internal and Homewood Suites programs and promotions, HHonors, selling strategies and special rates and inform Guest Services staff accordingly.
- Training and orientation of all department staff, including inventory control, Check-in / Check-out protocols, cash handling and Easton’s Group of Hotels policies and procedures.
- Supervise and assist in the completion of the daily Front Desk Check list and ensure its accuracy.
- Complete reports & specific duties assigned by the Front Office Manager in a timely and accurate manner.
- Ensure all promotions, SRP’s, extended stay rates, tax exemptions, market segments, OnQ postings, HHonors procedures and rate structures are understood by all staff.
- Completes necessary paperwork for front desk operations (registration cards, credit card authorizations, cash reports, down-time reports, etc.).
- Ensure guest and property security policies are being followed.
- Performs other tasks as assigned by property management (train other employees, supplies inventory check, covers M.O.D. breakfast/dinner duties, etc.).

**Work Environment**

The work environment of this job can be challenging and requires multi-task. It can be extremely hectic and stressful. Constant interaction with guests’ is an element of the environment, which must be met with excellent composure.

The job requires continuous standing/walking for long period of time. Ability to work on different shifts and weekends. Ability to work long hours due to hotel business demand.

May have to do some lifting of luggage and/or package deliveries.

**Education / Experience**

A diploma in hospitality would be beneficial. Past hotel/front office or night audit experience would be an asset. Computer literacy is a must.

**Salary**: $17.94-$17.95 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

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

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Concord, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)


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