Guest Services Agent

7 months ago

Toronto, Canada CEM Resorts Full time

We are currently seeking a passionate and customer-oriented individual to join our team as a Guest Services Agent at our Toronto location. As a Guest Services Agent, you will play a vital role in ensuring that our guests have a memorable and enjoyable stay.

**Responsibilities**:

- Guest Check-In and Check-Out: Greet guests upon arrival, assist with the check-in process, and provide them with relevant information about the hotel’s facilities and services. Ensure a smooth and efficient check-out process, handling any guest requests or concerns with professionalism and courtesy.
- Reservation Management: Manage guest reservations, including booking, modifying, and canceling reservations as per the hotel’s policies and procedures. Maintain accurate records of guest information and preferences to ensure personalized service.
- Concierge Services: Provide recommendations and assistance to guests regarding local attractions, restaurants, transportation, and other services. Arrange reservations and bookings for guests, including restaurant reservations, transportation, and ticket purchases for events.
- Guest Assistance: Respond promptly to guest inquiries and requests, both in person and over the phone. Address and resolve guest complaints and concerns in a timely and efficient manner, ensuring guest satisfaction. Provide general information about the hotel and its amenities.
- Communication and Coordination: Liaise with other departments to ensure guest requests are fulfilled and resolved promptly. Communicate special requests, VIP arrivals, and other pertinent information to relevant staff members to ensure a seamless guest experience.
- Safety and Security: Maintain a safe and secure environment for guests and staff by strictly adhering to the hotel’s security procedures and protocols. Report any suspicious activities or incidents to the appropriate authorities.
- Administrative Tasks: Perform various administrative duties, including managing guest accounts, processing payments, and maintaining accurate records. Handle cash and credit card transactions accurately and efficiently.

**Requirements**:

- Education and Experience:

- High school diploma or equivalent required.
- Previous experience in a customer service role, preferably within the hospitality industry.
- Knowledge of hotel operations, including reservations systems and front desk procedures, is an asset.
- Customer Service Skills:

- Exceptional interpersonal and communication skills.
- Ability to handle difficult situations with diplomacy and professionalism.
- Strong problem-solving skills and the ability to multitask effectively.
- Detail-Oriented: Ability to pay close attention to detail and ensure accuracy in guest information, reservations, and financial transactions.
- Flexibility: Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, based on the needs of the business.
- Language Skills: Fluency in English is required. Additional language skills, particularly French, would be considered an asset.

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