Guest Service Agent

Résumé du poste

The Guest Service Representative is responsible for managing the guest experience from check-in to check-out, including processing payments and handling reservations. They must also coordinate with housekeeping and maintenance departments to ensure accurate room status and efficient service delivery.

Détails du poste

THE OPPORTUNITY: GUEST SERVICE REPRESENTATIVE REPORTS TO GENERAL MANAGER THE COMPANY: Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations. Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo. With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties. At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio. THE ROLE: The Guest Service Representative position is generally responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date. Shifts are 7am-3pm, 3-11pm and 11pm-7am. This is a part-time role, however we are looking for full availability as we will schedule 2-5 shifts per week depending on business volumes. We are looking to train in all three shifts as we are a small team and may need some vacation coverage. ACTIVITIES: The duties and responsibilities for the Guest Service Representative include, but are not limited to the following: * Create a welcoming environment for our guests. * Register guests and assign rooms, accommodating special requests whenever possible. * Complete pre-registration and blocking of rooms for reservations/guest arrival. * Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures. * Understand room status and room status tracking. * Know room locations, types of rooms available, and room rates. * Use suggestive selling techniques to sell rooms and to promote other services of the hotel. * Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms. * Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures. * Process guest check-outs. * Post and file all charges to guest, master, and city ledger accounts. * Work closely with all hotel departments to improve service delivery and efficiency. * Use proper telephone etiquette. * Coordinate guestroom maintenance work with the engineering and maintenance division. * Report any unusual occurrences or requests to the manager or supervisor. * Know all safety and emergency procedures, is aware of accident prevention policies. * Ensure the work environment is tidy and well organized at all times (lobby). * Adhere to all health and safety guidelines and standards. COMPETENCIES WE ARE SEEKING: * Excellent written and verbal communication skills in English * Excellent organizational, interpersonal and administration skills * Proficient or familiar with computerized systems * Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations * Present a high degree of professional work ethic and image * High school graduate or equivalent * Availability to work day, evening and night shifts any day of the week including weekends and holidays InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

Ce que vous ferez

The Guest Service Representative is responsible for managing the guest experience from check-in to check-out, including processing payments and handling reservations. They must also coordinate with housekeeping and maintenance departments to ensure accurate room status and efficient service delivery.

Exigences

Candidates must possess excellent written and verbal communication skills in English and be proficient with computerized systems. A high school diploma or equivalent is required, along with the flexibility to work day, evening, and night shifts including weekends and holidays.

Compétences indiquées

• Gestion du temps · Souhaitée
• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée
• safety procedures · Souhaitée
• interpersonal skills · Souhaitée
• Souci du détail · Souhaitée
• Manipulation d’argent · Souhaitée
• Communication Skills · Souhaitée
• Conflict Resolution · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Communication skills
• Organizational skills
• Interpersonal skills
• Administration skills
• Computerized systems
• Cash handling
• Reservation management
• Telephone etiquette
• Problem solving
• Attention to detail
• Time management
• Conflict resolution
• Safety procedures
• Suggestive selling
• City Ledgers
• Cash Handling
• Curiosity
• Accident Prevention
• Check Cashing
• Strong Work Ethic
• Management
• Decision Making
• Housekeeping
• Customer Service
• Emergency Procedures
• English Language
• Selling Techniques
• Telephone Skills
• Service Delivery Improvement
• Verbal Communication Skills
• Reservations

Domaines d’emploi

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks