Guest Service Agent

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Property Name:
Hilton Garden Inn Toronto Downtown
Job Title: 
Guest Service Agent
Location: 
Ontario-Toronto/GTA
Company Name: 
City: 
Toronto
Work Permit: 
Applicants who do not already have legal permission to work in Canada will not be considered.
Management  Position: 
No
Bonus Pay: 
No
Accommodation: 
No

The Easton's Group of Hotels has been in the Service and Hospitality Industry for over 3 decades. The company has been built on Three Pillars of Excellence; It is these pillars that form the foundation and base of what we believe in and strive towards.

The First is Development - EGH has a knack for attention to detail and perfection which allows all of its developments to be of Superior Quality. Mr. Gupta adds his own flair of brilliance to his all of his designs, creating Developments which are not only renowned but they are also award winning. We at EGH, continue to raise the bar in all markets it competes in.

The Second is Service - We create connections with each of our guests, to ensure that they feel our strong sense of compassion, trust and reliability. We always provide the Gold Standard in Service, making certain our guests know how important they are to us.

The Third is our Team - "We are only as good as our team", this is a fact and a true fundamental to us at the Easton's Group of Hotels. Our team members are trustworthy, loyal and work with an astounding level of ethics. We exhibit a muscular enthusiasm for creating a caring atmosphere for our team which encourages personal growth and development.

These pillars are the core beliefs at the Easton's Group of Hotels, and it is these fundamentals that have brought the company the success it has seen today, and why it will continue to flourish in the future.

Scope:

Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Primary Responsibilities:

  • Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check in and out and VIP arrivals; becomes informed of events/ functions in the hotel during the shift.
  • Checks guests out of the hotel; processes customer payments according to established policies and procedures.
  • Responds to guest requests promptly; promotes hotel services, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
  • Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
  • Books guest reservations or coordinates with reservation center.
  • Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.
  • Issues, controls and releases guest safe-deposit boxes.
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken.  Follows up to ensure guest satisfaction.
  • Provides a professional image at all times through appearance and dress.
  • Provides courteous, efficient telephone service to guests and public; accurately records messages and promptly notifies guest or hotel employees.
  • Provides wake-up calls to guest rooms.
  • Provides guest with local directions and general information in a courteous and accurate manner.
  • Maintains an accurate listing with current status of all registered guests.
  • Records incoming packages, mail or faxes and promptly notifies guests.
  • Acts as central communications point during emergency situations by having thorough knowledge of safety and security procedures and having phone numbers of local fire, police, poison control, etc.
  • Operates in-house Radio system as well as base communications with Housekeeping and maintenance departments.
  • Follows company policies and procedures.

Note:  Other duties as assigned by supervisor or management

Health and Safety:

  • Follow safe work procedures as outlined in Departmental Policy and Procedures manuals, including the use of personal protective equipment.
  • Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.
  • Report all injuries or illnesses to a supervisor or manager immediately.
  • Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.

Relationships:

Internal:       Engineering:  To relay guest needs for service.

                    Accounting/Reservations Manager:  To seek credit approval for                                                                                      payment processing.

                    Housekeeping:  To verify room availability.

External:  Hotel guests:  To sell and provide customer service; to resolve problems.

                Transportation Companies:  For guest transportation, Lost Bags,

                                                           Distressed Passengers

 

 

 

Qualifications:

Education/ Experience:   High School diploma or equivalent and some customer service experience.

Certification and/or License Requirement:  None.

Skills: 

          Interpersonal skills  

          Computer skills

          Typing

Working Conditions:

  Will be required to work nights, weekends and holidays.

  Will be required to work in fast paced, stressful environment.

  May be asked to work overtime.

Physical/ Cognitive Activities:

Guest Service Representative

This description of physical and mental activities is not intended to describe essential job functions.  Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, moving about while standing.

The vast majority of time is spent interacting with guests of the hotel, typically while standing up.  This person also types or uses a keyboard to coordinate hotel services for the guests.

This position utilizes problem solving and reasoning abilities often.

Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.

Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.

Organizational Structure:

  • Reports to:  Front Office Manager
  • Job title also known as:  Front Office Agent, Front Desk Agent

This job description is a general representation of the duties and responsibilities commonly found in Hilton Hotels for this type of position; it may be modified at an individual hotel based upon business necessity.

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