Customer Service Representative

2 days ago

Ottawa, Ontario, Canada Silver Hotel Group Full time

About Our Company

Silver Hotel Group is a reputable organization dedicated to delivering exceptional experiences to our guests.

Compensation Package

We offer a competitive salary of $45,000 per annum, taking into account the location and industry standards.

Job Summary

The Guest Services Agent plays a vital role in providing a positive first and last impression for our hotel guests. Key responsibilities include interacting with guests during check-in and check-out procedures, creating and canceling reservations, handling guest registration and room assignments, and resolving customer complaints.

Key Responsibilities

  • Maintain a warm and friendly demeanor at all times with guests and team members;
  • Comply with all company standards and brand standards, if applicable;
  • Interact with all guests during check-in and check-out procedure;
  • Create and cancel reservations as required, handle check-in and check-outs;
  • Greet all incoming and outgoing calls in a professional and timely manner;
  • Review logbook, and emails daily and complete all tasks on the checklist;
  • Maintain proper operation of Front Desk telephones, be familiar with daily sell rates;
  • Balance and prepare individual paperwork for closing of shift with hotel standards;
  • Work closely and maintain proper communication with all hotel departments;
  • Handle guest registration and room assignments, accommodating special requests whenever possible;
  • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner;
  • 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 and Qualifications

  • Customer Service experience, preferably in a Hotel Front Desk position;
  • Excellent written and verbal communication skills are essential;
  • Computer literate in Word and Excel. Experience with FOSSE PMS is an asset;
  • Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
  • A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision;
  • Friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
  • Available to work days, evenings, weekends, and/or holidays as required;
  • Legally authorized to work in Canada.

What We Offer

  • Education Reimbursement for you (and your children)
  • Annual Wellness Credit
  • Team Member Referral Program
  • Leadership Development
  • Team Building Events
  • Culture of Recognition Program
  • Hotel Stay Discounts

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