Guest Service Agent

Job summary

The Guest Service Agent is responsible for greeting guests, managing room reservations, and providing information about hotel services. They also handle guest complaints, process payments, and maintain accurate records using computerized systems.

Job details

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. EMPLOYMENT TYPE: Part Time VACANCY STATUS: We are actively hiring for this position. Sutton Place Hotel Toronto is an address deep-rooted in history-all within an exquisite, cosmopolitan environment and guaranteed to make an impact. Serving as a contemporary landmark on the iconic corner of King Street West and Blue Jays Way, our downtown Toronto, 118 room hotel, stands proud among the buzz of the Toronto Entertainment District. Guest Service Agent This position delivers the first impression our guests have when they stay with us. The Guest Services team will always have the primary goal of delivering incredible experiences to our guests, with friendliness and genuine care for our guests being the most important thing in their role. Job Duties Greet and communicate with guests in a professional manner. Register arriving guests and assign rooms. Making and modifying reservations. Maintain an inventory of vacancies, reservations, and room assignments. Answer enquiries regarding hotel services by email, telephone and in person, provide information about services available in the community and respond to guests' complaints. Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized systems. Present statements of charges to departing guests and receive payment. High level of proficiency Opera/Opera Cloud Take over from the personnel on previous shifts, checking and accepting float and takings. Work closely and professionally with all hotel departments. Ensure public spaces are maintained and well presented. Perform all other duties as assigned or needed. Requirements High School Diploma, G.E.D. or equivalent Experience in customer service Strong working knowledge of hospitality industry principles, methods, practices, and techniques Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required. Exceptional conflict resolution, and objection handling skills Able to respond quickly in a dynamic and changing environment. Able to build and maintain lasting relationships with other departments, key business partners, and guests. Able to effectively communicate both verbally and in writing. We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work. BENEFITS Rewards, Recognition, Team Events & Milestone Awards Team Member and Friends & Family Hotel Discounts Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more! Discounts at Grouse Mountain & Revelstoke Mountain Resort Career Development, Training & Internal Promotion Opportunities Employee & Family Assistance Program (Mental Health, Legal & Financial Support) Employee Referral Bonus Program RRSP Matching Program Extended Health, Dental, Vision & Life Insurance Complimentary Hotel Stays Tuition Credit Program Supportive, Inclusive Workplace Culture At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/. Submission of resume does not guarantee an interview or transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with Company, however, only those applicants we wish to interview will receive a reply to their application. Sandman Hotel Group uses AI enabled tools to assist with application management. All hiring decisions are made by people. We do not use AI to screen, assess or select applicants for this posting. Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Accommodations are available at any stage of the recruitment process upon request. If you need support, please email AODA_Hotels@northland.ca. Sandman Hotel Group takes seriously its obligations under the Human Rights Code. All interviewed Candidates will be notified within 45 days of application whether a hiring decision has been made.

What you’ll do

The Guest Service Agent is responsible for greeting guests, managing room reservations, and providing information about hotel services. They also handle guest complaints, process payments, and maintain accurate records using computerized systems.

Requirements

Candidates must have a high school diploma or equivalent and previous experience in customer service. Strong communication skills and proficiency in hospitality software are required to ensure a positive guest experience.

Benefits

• Rewards and recognition
• Team events
• Milestone awards
• Hotel discounts
• Restaurant dining discounts
• Grouse Mountain discounts
• Revelstoke Mountain Resort discounts
• Career development
• Training opportunities
• Internal promotion opportunities
• Employee and family assistance program
• Employee referral bonus program
• RRSP matching program
• Extended health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Complimentary hotel stays
• Tuition credit program

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Objection Handling · Preferred
• interpersonal skills · Preferred
• record keeping · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Opera
• Opera Cloud
• Conflict resolution
• Objection handling
• Communication
• Reservation management
• Hospitality industry principles
• Record keeping
• Problem solving
• Interpersonal skills
• Influencing Skills
• Workplace Inclusivity
• Influencing Without Authority
• Professionalism
• Artificial Intelligence
• Application Lifecycle Management
• Asset Management
• Mental Health
• Customer Service
• Conflict Resolution
• Discounts And Allowances
• Finance
• Marketing
• Impact Assessment
• Labor Economics
• Restaurant Operation
• Friendliness
• Reservations
• Enthusiasm

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks

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