Guest Services Representative

2 months ago

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

**ABOUT US**

At Holiday Inn Express & Suites Kingston Central, we pride ourselves in delivering warm and welcoming experiences for guests staying for business or pleasure. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime.

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 Holiday Inn Express & 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

***:
Our Guest Service Representatives not only hold the keys to every room, but they also hold one of the important roles in our hotel With their naturally friendly and thoughtful attitude, and a passion for sharing their local knowledge of Kingston, our guest service representatives handle everything related to the guest such as creating reservations, preparing for arrivals, checking guests in and out of the hotel, processing payments and more in a friendly and helpful way.

**DUTIES & RESPONSIBILITIES**:

- Greet and welcome guests upon arrival
- Register guests onto the computer, verify reservations, address, credit card information and assigned rooms, making every effort to accommodate special requests
- Comply with all hotel loyalty programs
- Check guests in and out
- Give directions to guests as needed
- Handle reservation inquiries, guest complaints and concerns
- Process client payments according to procedure
- Maintain a house bank and make a deposit and accurate report of receipts daily
- Provide accurate currency exchange for guests
- Answer all telephone calls and transfer calls accordingly internally as well as to guests
- Report any unusual occurrences or requests to your manager
- Maintain the order of cleanliness of the front desk and back office
- Work with other departments to accommodate any guest related requests
- 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
- Comply with all rate and revenue protocols
- Perform any other duties as required
- **The above areas of responsibility are not all inclusive and may be amended from time to time.**_

**KEY PERFORMANCE INDICATORS**:

- Adherence to IHG 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 or equivalent
- Previous Front Desk experience preferred
- Minimum of 2 years customer service experience
- Must be computer literate
- Ability to speak French is an asset
- Must possess strong organizational and time management skills
- Must possess an outstanding level of customer service, be punctual, and well-organized
- Must have excellent 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 take initiative
- 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 members of designated groups and Indigenous Peoples to self-identify and apply._
- We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into ac

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