Guest Service Agent

At Homewood Suites by Hilton Waterloo St Jacobs, we don’t think working should mean leaving your whole life behind. We welcome your natural ability to make every guest that stays with us feel that we are truly their second home and their second family. As members of the Homewood Suites team, we are committed to your success and ensure a respectful, mutually beneficial relationship and appreciation for your contributions.

By offering home-like comforts and quality bundled services that appeal to extended-stay guests, Homewood Suites by Hilton is a leader in customer satisfaction and performance with a blueprint for success that has fueled unprecedented growth for the brand.

We want you to “Be at Home” with us:
B = Be yourself

E = Empowered

H = Homewood Hospitality

O = OPOG (Outrageously pleasing our guests)

M = iaMsales (Belief that everyone sells)

E = Extended stay specialists

We currently have more than 400 Homewood Suites by Hilton locations in North America, with an additional approximately 90 properties in the pipeline. Join us to share in the growth and opportunity
Benefits for working with us at Homewood Suites by HiltonWaterloo St Jacobs would include travel benefits after 3 months and medical benefits after 6 months Wouldn’t you like to travel the world at EXTREMELY low rates with our Hilton properties?
- A clean criminal record check
- Are available to work weekdays and weekends
- Live in Kitchener / Waterloo or close proximity to surrounding areas
- Have a valid driver’s license or means of transportation (public transport access).

**Title: Front Desk Agent**

**Reports to: Front Office Supervisor/General Manager**

**Shifts**: Full Time and Part Time

Weekends and Week Days 7:00AM-3:00PM or 3:00PM-11:00PM **NIGHT AUDIT SHIFTS MAY BE NEEDED**

**Pay $16.25 per hour**

**EXPERIENCED FRONT DESK AGENT ONLY NEED APPLY-must have previous hotel front desk experience.**

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, plus handling all special requests for services or information, in accordance with standard policies and procedures. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

**Responsibilities**:

- Resolve guest complaints, ensuring guest satisfaction.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and at whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge at all times of a) all hotel features/services, and hours of operation. b) All room rates, special packages, and promotions. c) Daily house count and expected arrivals/departures. d) Scheduled daily group activities.
- Obtain assigned bank and ensure accuracy of contracted monies.
- Keep the bank secure at all times.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Process all guest check-ins.
- Verify registration card information with the guest.
- Obtain backup information for guest credit/payment method and input into system; collect cash when designated.
- Direct Bell Person to escort guests and transport their luggage to the room.
- Handle overbooked or walked-in guests.
- Accept and record wake-up call requests.
- Monitor, send and distribute guest faxes.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to the in-house guest ledger report; report discrepancies to the Manager.
- Process all check-outs.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

**Work Experience**

High School Graduate or General Education Degree (GED). Basic computer skills required.

**Salary**: $16.25 per hour

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift