Guest Services Representative

Customer Experience Specialist

As a Customer Experience Specialist, you will be the face of our hotel, ensuring that every guest's stay is nothing short of exceptional. Your primary responsibilities will include managing guest reservations, processing payments, and collaborating closely with housekeeping and maintenance teams to maintain accurate room status reports.

Key Responsibilities

• Welcoming guests, assigning rooms, and accommodating special requests.
• Assisting with pre-registration and room allocation for incoming guests.
• Adhering to cash-handling policies and understanding credit procedures.
• Maintaining up-to-date knowledge of room availability, rates, and promotions.
• Utilizing upselling techniques to enhance guest experience.
• Coordinating with housekeeping to update room statuses promptly.
• Handling reservations and cancellations efficiently.
• Performing check-outs and processing guest payments.
• Ensuring safety deposit box procedures are followed.
• Utilizing proper telephone and mail handling etiquette.
• Attending department meetings and staying informed of hotel activities.
• Liaising with maintenance for any room-related issues.
• Reporting any unusual incidents to management.
• Knowledge of safety and emergency protocols.
• Maintaining cleanliness and organization at the front desk.
• Flexibility to work various shifts as needed.
• Additional duties as assigned.

Qualifications and Skills

• High school diploma or equivalent.
• Fluency in the primary language(s) of the workplace.
• Availability for weekday and weekend shifts.
• Strong organizational and communication skills.
• Experience with Opera software is a plus.
• Prior Night Audit experience preferred.

Mental Effort

• Required mental focus during computer work for data accuracy.
• Ability to multitask and handle interruptions effectively.
• Active listening and responsiveness to guest and manager needs.

Physical Effort

• Standing for extended periods at the front desk.

Working Conditions

• Working under time constraints and managing multiple priorities.
• Responding to guest inquiries and calls promptly.

In our commitment to fostering an inclusive work environment, we provide accommodations as per the Canadian Human Rights Code. Please contact the Hiring Manager in advance if you require any special arrangements to participate fully in the hiring process.