The Guest Services Agent is responsible for delivering exceptional customer service to guests while efficiently managing front desk operations. This role requires accuracy, professionalism, attention to detail, and the ability to work effectively in a fast-paced hospitality environment.

Key Responsibilities

- Welcome guests in a friendly and professional manner, ensuring efficient and accurate check-in and check-out processes.
- Maintain accurate guest records and billing in accordance with hotel standards.
- Perform all front desk and cashiering duties with accuracy and logical workflow.
- Safeguard cash, keys, and confidential information in compliance with hotel policies and procedures.
- Operate the switchboard courteously, accurately recording and promptly relaying messages in accordance with company policy.
- Process reservations efficiently and maximize room revenue through effective upselling techniques.
- Utilize hotel computer systems, including Opera PMS, in accordance with established procedures.
- Coordinate with Housekeeping and Maintenance to ensure room availability and support smooth hotel operations.
- Maintain the Gift Shop’s appearance and inventory, accurately processing all related transactions.
- Provide guest business services (e.g., faxing, photocopying)



and ensure correct billing of services rendered.
- Respond promptly and positively to guest inquiries, requests, and special accommodations, directing concerns to appropriate departments when necessary.
- Complete all assigned shift duties and provide thorough shift handovers to ensure operational continuity.
- Follow established emergency and safety procedures in accordance with hotel and company policies.
- Perform additional duties as assigned to support overall hotel operations.

Qualifications & Requirements
- Minimum High School Diploma (Post-secondary education preferred).
- Minimum 1 year of experience in customer service, guest relations, cashiering, accounting, and/or problem solving.
- Strong mathematical and cash-handling skills.
- Proficient in computer applications; knowledge of Opera Hotel Software preferred.
- Excellent verbal and written communication skills in English.
- Detail-oriented, organized, and able to multitask effectively.
- Ability to work in a fast-paced environment.
- Flexible availability, including days, nights, weekends, and holidays.
- Valid driver’s license required.

Job Type: Full time Pay: From $17.60 per hour

Benefits

- Company events
- On-site parking

Work Location: In person

📌 Guest Services Agent (Waterloo)
🏢 Staybridge Suites Waterloo/St. Jacobs
📍 Waterloo