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Guest Service Agent

1 month ago

Thunder Bay, Ontario, Canada Silver Hotel Group Full time
Job Title: Guest Service Agent

We are seeking a highly skilled and customer-focused Guest Service Agent to join our team at the Valhalla Hotel & Conference Centre. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:
  • Provide courteous and efficient telephone service to guests, public, and team members
  • Answer telephone calls within 3 rings, using correct salutations and etiquette
  • Anticipate guests' needs, respond promptly to inquiries, and resolve challenges to ensure high levels of guest satisfaction
  • Process all requests, including changes and cancellations, received by phone, fax, or email
  • Review and validate all reservation information, maintain a warm and friendly demeanor at all times, and interact with all guests during check-in and check-out procedures
  • Create and cancel reservations as required, handle check-in and check-outs, and 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, and accommodate special requests whenever possible
  • 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, preferably in a hotel front desk position
  • Excellent written and verbal communication skills
  • Computer literate in Word and Excel; Maestro's or Opera experience 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
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 dedicated to delivering exceptional experiences by living our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition.

We believe in outstanding hospitality and take seriously our obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.