Guest Service Representative

2 months ago

Ottawa, Ontario, Canada Silver Hotel Group Full time

Job Summary

We are seeking a highly skilled and customer-focused Guest Service Agent to join our team at Silver Hotel Group. As a Guest Service Agent, you will be responsible for providing exceptional service to our hotel guests, ensuring a positive and memorable experience.

Key Responsibilities

  • Maintain a warm and friendly demeanor at all times with guests and team members.
  • Comply with all company standards and brand standards.
  • Interact with all guests during check-in and check-out procedures.
  • 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.
  • 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. 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.
  • Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance.
  • Available to work days, evenings, weekends, and/or holidays as required.
  • Must be legally authorized to work in Canada.

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