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Front Desk Representative

2 months ago

Toronto, Ontario, Canada Silver Hotel Group Full time

Guest Services Agent

The Silver Hotel Group is seeking a skilled Guest Services Agent to provide exceptional service to our hotel guests. As a key member of our team, you will be responsible for creating a positive first and last impression for our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Provide warm and friendly service to guests at all times, ensuring their needs are met and exceeded.
  • Comply with all company standards and brand guidelines to maintain a high level of quality and consistency.
  • Interact with guests during check-in and check-out procedures, handling reservations, check-ins, and check-outs efficiently and effectively.
  • Greet all incoming and outgoing calls in a professional and timely manner, providing accurate information and assistance as needed.
  • Review logbook and emails daily, completing all tasks on the checklist to ensure seamless operations.
  • Maintain proper operation of Front Desk telephones, be familiar with daily sell rates, and balance and prepare individual paperwork for closing of shift with hotel standards.
  • Work closely with all hotel departments to ensure seamless communication and collaboration.
  • Handle guest registration and room assignments, accommodating special requests whenever possible, and handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies.
  • 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.
  • Perform other duties assigned by the Supervisor or department manager.

Requirements:

  • Customer Service experience, preferably in a Hotel Front Desk position.
  • Excellent written and verbal communication skills are essential.
  • Computer literate in Word and Excel, with Maestro's or Opera experience being 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.