Guest Service Representative

4 days ago

Ottawa, Ontario, Canada Silver Hotel Group Full time
About the Role

We are seeking a highly motivated and customer-focused Guest Service Agent to join our team at Silver Hotel Group. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring a positive and memorable experience during their stay.

Key Responsibilities
  • Guest Service: Maintain a warm and friendly demeanor at all times, interacting with guests during check-in and check-out procedures, and responding to their inquiries and requests in a timely and professional manner.
  • Front Desk Operations: Comply with all company standards and brand standards, handle check-in and check-outs, create and cancel reservations as required, and balance and prepare individual paperwork for closing of shift.
  • Communication: Greet all incoming and outgoing calls in a professional and timely manner, review logbook and emails daily, and complete all tasks on the checklist.
  • Teamwork: Work closely and maintain proper communication with all hotel departments, handle guest registration and room assignments, and accommodate special requests whenever possible.
  • Problem-Solving: 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.
Requirements
  • Customer Service Experience: Previous experience in a customer-facing role, preferably in a hotel front desk position.
  • Communication Skills: Excellent written and verbal communication skills are essential for this role.
  • Technical Skills: Computer literate in Word and Excel, experience with Fosse PMS is an asset.
  • Personal Qualities: Results-oriented, flexible, and able to work well in a busy and demanding environment. Self-motivated, able to problem-solve, initiate action, and complete projects in a timely manner with minimal supervision.
  • Availability: Available to work days, evenings, weekends, and/or holidays as required.
About Us

Silver Hotel Group is a family-owned Canadian hotel investment, development, and management company. Our culture is fundamental to our success, and we strive to exhibit passion, creativity, and fun every day. We are committed to delivering exceptional experiences by living our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition.

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