Guest Services Agent

The **Aloft Vaughan Mills** is currently recruiting for a **Full Time** **Guest Services Agent** The primary responsibility of the Guest Service Agent is to provide our hotel guests with a positive first and last impression, as well as providing them with exceptional service. Key responsibilities include assisting guests through the arrival and departure experience, acting as a concierge by providing recommendations and catering own style to best serve/engage the guest in his/her experience. Above all, the Guest Service Agent’s service is friendly, genuine and thoughtful, with a focus on creating an exceptional experience that fosters loyalty.

If you are that person and feel your background and proven skill sets are right for this opportunity, we invite you to review the job responsibilities below.

**Duties and Responsibilities**

**_Reporting to the Front Office Manager or designate, the Guest Service Agent will be responsible for: _**
- Providing a welcoming and thoughtful approach in every guest interaction and providing service that exceeds expectations;
- Comply with all company standards and brand standards;
- Facilitate the check-in and check-out procedure with confidence and professionalism;
- Create and cancel reservations as required;
- Greet all incoming and outgoing calls in a professional and timely manner;
- 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 guest concerns and assist guests with general inquiries, always ensuring our vision, mission and values are reflected in every interaction;
- Be a team player who communicates effectively and jumps in to assist the hotel where needed.
- Perform other duties assigned by Supervisor or Department Manager.
- Live the corporate culture, personifying it in daily interactions with both guests and team members;
- Be an engaging team member who is highly inclusive, inspiring and able to relate to all levels;
- Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

**Job Requirements**
- Experience working in a customer service role is an asset. Demonstrated exceptional guest/customer service skills with a passion for anticipating and exceeding guest expectations;
- Excellent written and verbal communication skills are essential;
- Computer literate in Word and Excel. Hotel Property Management systems experiences, specifically LightSpeed, is a definite 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 mínimal supervision;
- Must be friendly, energetic, enthusiastic and self-motivated, with a professional appearance;
- At a minimum, mut be available to work evenings, weekends and holidays;
- The company has implemented a COVID-19 Vaccine Policy which states that successful applicants are required to provide proof of full vaccination or proof of a documented exemption as part of the hiring process. Details of the policy will be discussed as part of the hiring process._

**About Us**

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional
- The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, team members, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources directly._
- The S