Guest Services Associate

Job Title: Guest Services Associate / Front Desk Agent

Reports To: Director of Rooms

Job Summary:

As a Front Desk Agent at Hard Rock Hotel, you will be the first point of contact for our guests, offering a warm, welcoming, and rock-star experience from check-in to check-out. You will provide exceptional service while managing reservations, guest requests, and inquiries with a focus on creating memorable experiences. Your role will ensure guests receive the highest level of service, maintain smooth front desk operations, and uphold the Hard Rock brand's reputation for fun, excitement, and hospitality. Pay commensurate with experience..

Key Responsibilities:

Guest Services:

• Contribute to the hotel's Forbes Travel Guide service goals through consistent delivery of polished, anticipatory, and personalized guest service.
• Greet and welcome guests with a high-energy, positive, and friendly attitude.
• Ensure seamless check-in and check-out processes with a personalized touch.
• Provide guests with information on hotel amenities, services, and local attractions, creating an experience reflective of the Hard Rock brand.
• Address guest inquiries, requests, and concerns promptly and professionally, striving to resolve issues in a way that exceeds expectations.
• Create and maintain a welcoming environment, ensuring guests feel like rock stars throughout their stay.
• Be crossed trained to also work in the Rock Shop retail as needed.

Reservations & Billing:

• Process reservations through multiple channels, including phone, email, and walk-ins, ensuring accuracy in guest details, room availability, and special requests.
• Handle payments, deposits, and billing transactions with accuracy and efficiency.
• Assist guests with changes to reservations and cancellations, keeping the system up-to-date.

Communication & Collaboration:

• Communicate with other departments (Housekeeping, Maintenance, F&B, etc.) to ensure guest needs are met and operations run smoothly.
• Collaborate with team members to support guests, promote hotel services, and deliver the Hard Rock experience.
• Maintain clear communication with management and ensure the completion of all daily reports and tasks.

Guest Experience & Special Requests:

• Ensure guests feel valued by offering personalized recommendations, special requests, or VIP services based on their preferences.
• Deliver exceptional guest experiences with the energy and attitude that matches Hard Rock's brand.
• Handle guest complaints or concerns by offering quick, empathetic, and efficient resolutions.

Safety & Security:

• Follow hotel security procedures to ensure guest safety and privacy.
• Report any maintenance issues, safety hazards, or suspicious activity to the appropriate personnel.
• Ensure all lost and found items are properly logged and returned to guests.

Brand Ambassador:

• Promote and maintain Hard Rock's image through consistent professionalism, brand alignment, and positive guest interactions.
• Engage guests with a unique "Rock Star" experience that brings the essence of the Hard Rock lifestyle to life in every interaction.

Administrative Support:

• Maintain accurate guest records, including room availability, check-in/check-out data, and special requests.
• Complete daily reports, reconciliations, and communication logs as required.
• Help with organizing and processing guest feedback to improve overall service quality.

Qualifications:

• A passion for exceptional service and an interest in contributing to a Forbes-level service culture.
• High school diploma or equivalent; some college education is a plus.
• Previous experience in hotel or hospitality industry preferred, especially in a front desk or guest services role.
• Strong communication skills with the ability to engage and connect with guests from all walks of life.
• Comfortable using hotel management software (e.g., Opera, Maestro, or similar) and Microsoft Office Suite.
• Ability to multitask and stay organized in a fast-paced environment while maintaining grace under pressure.
• Enthusiasm for delivering exceptional guest service and maintaining a fun, high-energy environment.
• Ability to work flexible hours, including nights, weekends, and holidays.

Physical Requirements:

• Ability to stand for extended periods of time.
• Ability to lift or carry up to [insert weight] lbs, depending on hotel needs.
• Ability to perform tasks that require bending, stooping, and using office equipment.

Work Environment:

• Work within a dynamic hotel setting with a team of passionate individuals committed to excellence.
• Learn from seasoned hospitality leaders that have an extensively accumulated knowledge of the industry from global flagship brands and enhance your own skills in the process.
• Must be comfortable working in an environment where high energy, music, and vibrant atmosphere are key components of the culture.

Benefits:

• Health and wellness benefits, including medical, dental, and vision coverage.
• Employee discounts on Hard Rock merchandise, hotels, and experiences.
• Career development and growth opportunities within the Hard Rock International family.
• Access to the unique Hard Rock culture with opportunities to be part of memorable experiences and events.

Join the Hard Rock Hotel team and be part of a world-class hospitality brand that's known for making guests feel like true rock stars

Hard Rock Hotel London Ontario is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.

Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact us at

Job Types: Full-time, Part-time, Permanent

Pay: $18.00-$20.00 per hour

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• Paid time off
• Store discount
• Vision care

Application question(s):

• Are you interested in Fulltime, Parttime, or either?

Work Location: In person