Summary:Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Guest Service Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. They are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments, and especially our Concierge, Bell-Door and Ideal Services teams.The starting wage rate for this position is $28.02 per hour. After six months of employment, the rate will increase to $31.13 per hour, in accordance with the applicable Collective Agreement.This posting represents an existing vacancy.Responsibilities:Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating ProceduresEmpathetically listen to guest inquiries and provide appropriate responsesSet up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)Block rooms in the computer and follow through on designated requirementsPre-register designated guests and prepare key packetsCommunicate pertinent guest information to designated departments/personnel (i.E., special requests, amenity delivery)Maintain confidentiality of all guests and hotel informationEmploy attention to detail in order to ensure security of guest room access.Understand and execute all Omni accounting standards ensuring accurate settlement of folios,



routing of charges and adjustmentsMaintain guest history files on all guestsAccommodate room changes expedientlyDocument all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfactionIssue protected deposit boxes to guests and ensure security of keyMonitor, send and distribute guest faxesGenerate, print and distribute daily and weekly reportsResolve discrepancies on the room status report with HousekeepingMaintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.Qualifications:Knowledge of Opera is strongly preferredAbility to clearly and pleasantly communicate both verbally and in writing in English with guests, management and other associatesAbility to accurately and efficiently input information into computer systemsAbility to work cohesively with others both within and outside of the departmentAbility to compute mathematical calculations accuratelyAbility to think clearly, quickly and make concise decisionsAbility to prioritize, organize and follow upAbility to work well under pressure, dealing with many arrivals and departures within a short period of timeAbility to work a flexible schedule, including evenings, weekends, and overnight shifts based on business needsPrevious customer service experience requiredPrevious hotel front desk experience is strongly preferredPrevious cashiering experience is preferredFluency in a second language is preferredPrevious guest relations training is preferredSmart Serve Certification an asset

📌 Full-Time Guest Service Agent (Toronto)
🏢 Omni Hotels & Resorts
📍 Toronto