Job Summary

We are seeking a friendly and professional Guest Services Agent/Night Auditor to join our hospitality team. The ideal candidate will serve as the first point of contact for guests, providing exceptional customer service and ensuring a welcoming experience. This role involves managing guest inquiries, handling reservations, and maintaining smooth front desk operations to support overall guest satisfaction.

This is a hands-on position that requires excellent guest service, strong communication, problem-solving skills, and the ability to work independently with minimal supervision. The successful candidate will be responsible for front desk operations while also assisting with various hotel duties during quieter periods.

Responsibilities

- Greet guests and provide friendly, professional service.
- Check guests in and out accurately and efficiently.
- Learn and follow hotel policies, procedures, rates, and operating standards.
- Learn and become comfortable using our hotel reservation, property management, payment, and keycard systems.
- Handle guest questions, requests, concerns, and complaints professionally.
- Problem-solve and make appropriate decisions when working independently.
- Answer telephone calls and respond to emails in a professional manner.
- Process reservations, payments, deposits, refunds, and guest account transactions accurately.
- Maintain accurate guest, reservation, and billing information.
- Provide guests with information about the hotel and local area.
- Troubleshoot basic guest room, Wi-Fi, television, keycard, computer, and hotel equipment issues when possible.
- Communicate with management, housekeeping, maintenance, and other departments as required.
- Prepare and maintain the hotel's coffee area.
- Assist with laundry duties, including washing, drying, folding, and organizing linens and towels.




- Maintain a clean and organized front desk and work area.
- Complete light cleaning and other assigned hotel duties during slower periods.
- Complete required shift checklists and assigned tasks.

Shift Communication & Documentation

Clear communication between shifts is a mandatory part of this position.

Front Desk Agents are expected to:

- Document important information throughout their shift.
- Record guest concerns, incidents, maintenance issues, special requests, payment matters, reservation issues, and anything requiring follow-up.
- Review notes and information left by the previous shift.
- Provide a clear and complete handover to the incoming employee before leaving.
- Ensure unresolved issues and outstanding tasks are properly documented so the next shift can continue without missing important information.

Qualifications

- Strong customer service and communication skills.
- Reliable, punctual, and responsible.
- Able to work independently with minimal supervision.
- Solid problem-solving skills and ability to think quickly in unexpected situations.
- Comfortable handling guest complaints professionally and calmly.
- Strong written communication and documentation skills.
- Comfortable learning new computer systems and hotel software.
- Good attention to detail.
- Able to multitask and prioritize responsibilities.
- Comfortable completing laundry, cleaning, and other operational duties when required.
- Previous hotel, hospitality, front desk, or customer service experience is preferred but not required.

This position offers an opportunity to be part of a dynamic team dedicated to delivering outstanding hospitality experiences. The successful candidate will demonstrate a passion for service excellence and possess the skills necessary to create memorable stays for our guests.

Pay: $17.95-$19.00 per hour

Benefits:

- On-site parking
- Paid time off

Work Location: In person

📌 Guest Services Agent/Night Auditor (Orillia)
🏢 Choice Hotel CN542- The Champlain Waterfront
📍 Orillia