Inn on the Twenty is currently seeking a Guest Service Agent to join our growing team This is a great opportunity that can provide flexibility, valuable work experience, and a chance to work with a tenured team.

Job Title: Guest Service Agent

Property: Inn on the Twenty

Position Summary: To assist Guests with room check-in/out, information and other related duties in a prompt, courteous and professional manner consistent with a superior quality hotel operation.

Duties and Responsibilities:

Primary Responsibilities:

- Providing personalized and exceptional guest service at every given opportunity
- Meeting established up-selling and sales goals
- Register guests and assign rooms
- Accommodate special request whenever possible
- Assist in pre-registration and blocking of reservations when necessary and checking in guests
- Check out guests on a regular ongoing basis
- Develop a thorough knowledge of room rack and packages, room locations, types of room and costs of various rooms
- Liaison with housekeeping and other departments to ensure up-to-date guest room availability is monitored frequently
- Perform office duties such as routine cash handling procedures, posting accounts; maintain keys for rooms and issuance of safety deposit box keys
- Having a thorough knowledge of Lais Hotel Properties' products and services
- Suggesting additional products and services meeting our Guests' specific preferences
- Assessing Guests' individual needs to meet standards for additional products and services
- Actively seeking ways to meet Guests' product or service needs
- Assist bell staff with luggage when required
- Respond to virtual, (Ivy), concierge texts, as necessary




- Answering telephones in timely manner
- Check in-coming reservations for VIPs and special occasions, and designate complimentary amenities (wine, cheese boards, choc strawberries, etc.), on the "amenity spread sheet, for delivery to rooms
- All other duties as assigned

Secondary Responsibilities:

- Check front driveway for trash and sweep as required
- Polish brass front door handles and luggage carts as necessary
- Clean front door glass, inside and out, as necessary

Health and Safety Responsibilities

- A worker shall,
- work in compliance with the provisions of the Occupational Health & Safety Act and the regulations;
- Use or wear the equipment, protective devices or clothing that the worker's employer requires to be used or worn;
- Report to his/her employer or supervisor the absences of or defect in any equipment or protective device of which the worker is aware and which many endanger himself, herself or another worker; and
- Report to his/her employer or supervisor any contravention of the Occupational Health & Safety Act or the regulations or the existence of any hazard of which he/she knows
- No worker shall,




- remove or make ineffective any protective device required by the regulations or by his/her employer without providing an adequate temporary protective device and when the need for removing or making ineffective the protective device has ceased, the protective device shall be replaced immediately;
- use or operate any equipment, machine, device or thing or work in a manner that may endanger himself/herself or any other worker; or
- engage in any prank, contest, feat or strength, unnecessary running or rough and boisterous conduct
- Comply with all Lais Hotel Properties' health & safety policies
- Do not operate any equipment/machinery without given proper instruction and authority to do so
- Horseplay and running will not be tolerated at any time
- All personal protective equipment will be properly worn
- All personal protective equipment will be worn in the appropriate departments
- Do not climb any of the racking systems
- Do not ride on the automatic or manual conveyor systems
- All long hair must be tied up in order to prevent entanglement in machinery
- Do not put any foreign objects (body or innate) into the machines
- Do not remove any machine guards
- All safety signs must be adhered to
- Smoking is not permitted on Company property
- Always ensure that workplace accident/injuries are reported immediately to a Manager/Supervisor
- Failure to comply will result in the application of the Human Resources Standard & Procedure "#C.15 Progressive Corrective Action"

Qualified Requirements:

- Grade 12 Education as well as tourism/hospitality courses at college/university beneficial
- Minimum of 2 years front desk experience or related college course
- Switchboard knowledge and/or training required
- Previous up-selling and/or sales experience is considered an asset<

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🏢 Brock University
📍 St. Catharines