Hotel Guest Services Agent

Job summary

The Guest Services Agent is responsible for managing hotel check-ins, check-outs, and reservations while providing excellent customer service. They also handle guest inquiries, resolve concerns, and report any security issues to supervisors.

Job details

Job Type: Casual Rate of Pay: $19.26/ hour The Gateway to Your Future As a Guest Services Agent, you are the first person our guests see, and play an important role in creating a comfortable and memorable Gateway experience. You will receive, check in, and check out hotel guests and respond to inquiries. A Great Fit, if You * Have a smile and patience for everyone you meet, and are willing to go the extra mile to satisfy guests * Are empathetic and have a strong sense of urgency to provide solutions * Can juggle multiple tasks and stay calm under pressure * Are detail oriented and work well with computers * Benefit from working flexible hours, evenings, and weekends We Provide * Full benefits package for full-time employees * Retirement savings plan * Exciting, supportive and fun work environment * Family and friends discounts on travel, tech, food, beverage, and fitness * Development and training opportunities Key Responsibilities * Makes and confirms reservations via telephone, online and in person * Proactively responds to guest needs; answers inquiries pertaining to hotel services, the casino, and local activities * Handles guests concerns with tact, and seeks assistance as needed * Observes and reports any security issues to a supervisor or appropriate party What You Bring * Three years banquet experience in the hotel conference/hospitality industries * Two years supervisory experience * Post-secondary education in Hospitality or related field * FOOD SAFE Level 1 or equivalent Certificate is an asset * Ability to stand for long periods of time * Ability to lift up to 50 pounds Why Work With Us? Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 27 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it?s like to be on a team that values your vision, skill and energy. Get to Know Gateway Gateway Casinos & Entertainment Limited (?Gateway?) is one of the largest and most diversified gaming and entertainment companies in Canada. Across its 27 gaming properties in British Columbia, Ontario and Edmonton, Alberta, Gateway currently employs approximately 8,648 people and boasts approximately 448 table games (including 49 poker tables), 13,887 slots, 85 restaurants and bars and 561 hotel rooms. Gateway is the service provider for the Central, Southwest and North gaming Bundles in Ontario, which includes 11 properties in their portfolio. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley's Club. In 2017, Gateway celebrated 25 years in the business of gaming and entertainment in Canada. Further information is available at www.gatewaycasinos.com. Apply Now! Not the right fit this time? Follow us on our careers social media pages! Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team-Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know. This job posting is for an existing vacancy. Gateway does not utilize any form of artificial intelligence (AI) in the screening, assessment, or selection of applicants.

What you’ll do

The Guest Services Agent is responsible for managing hotel check-ins, check-outs, and reservations while providing excellent customer service. They also handle guest inquiries, resolve concerns, and report any security issues to supervisors.

Requirements

Candidates must have three years of banquet experience and two years of supervisory experience in the hospitality industry. A post-secondary education in hospitality or a related field is required, and Food Safe Level 1 certification is considered an asset.

Benefits

• Retirement savings plan • Travel discounts • Tech discounts • Food and beverage discounts • Fitness discounts • Development and training opportunities

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Reservation management
• Conflict resolution
• Communication
• Computer literacy
• Multitasking
• Attention to detail
• Patience
• Problem solving
• Hospitality management
• Empathy
• Tactfulness
• Composure
• Supervision
• Lifting Ability
• Artificial Intelligence
• Customer Service
• Leadership
• Growth Strategies
• Restaurant Operation
• Reservations
• Calmness Under Pressure
• Customer Inquiries
• Teamwork
• Detail Oriented

Job areas

• Hospitality
• Customer Service & Support
• Management & Leadership
• Security & Safety
• Hotel Guest Service Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks