Guest Services Agent FT - Chelsea Hotel - Toronto

Job summary

The Guest Service Agent is responsible for managing guest check-ins and check-outs while ensuring high levels of guest satisfaction. They must also promote hotel facilities, handle financial transactions, and address guest inquiries or complaints effectively.

Job details

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada. Purpose The Guest Service Agent complete all guest check-ins and check outs according to Chelsea procedures and to the guest satisfaction. Ensure excellent communication skills in order to exceed the guest expectations and meet their needs. Must have an excellent working knowledge of the current computer systems and room types, and be able to follow all credit procedures. Must be well informed of the hotel services and pass that information on to the guests. Create a welcoming and personable atmosphere for all guests. Principal Responsibilities * Promote up selling Hotel facilities to the guests. * Ensure all charges made by guest are correctly posted on room accounts. (i.e. laundry, parking, ticket service charge, etc). * Ensure that all outstanding balances for departed guests are settled. * Follow up on guest complaints and special requests. * Ensure the guests are greeted appropriately and are given the opportunity to provide us with feedback concerning their stay. * Answer any guest or visitor questions or direct them to someone that can assist them. Ensure complete guest satisfaction. * Greet guest by using first name if known. * Smile and make eye contact with each guest, always say “my pleasure” instead of “you’re welcome”. * Practice correct cash handling procedures. * Ensure float is appropriately stocked and balanced. * Complete the settlement of all outstanding accounts from departed guest. * Open communication with Manager to report challenges or issues. * Safe and effective use equipment. * Adhere to and comply with all safety regulations when handling hazardous materials according to MSDS. * Be fully aware of fire and emergency procedures and your role therein. * Follow Chelsea grooming policy. Name Tag must be visible at all times. * Perform other tasks as assigned by Management. Academic and Working Qualifications Working Experience * Previous Guest Service experience. * Previous experience with a Hotel Property Management System. * Previous hotel experience an asset. Knowledge * Computer skills required. * Aware of city tourist attractions, local business’, able to give directions, etc. Education * SMART SERVE certificate an asset. Soft Skills * Be able to work effectively in a team. * Strong work ethic. * Be able to handle a high volume of guests. * Strong multitasking skills. * Available to work a variety of shifts including nights and weekends. * Good organizational skills required. Languages * Fluency in English a must and additional languages an asset. Physical Requirements * Ability to sit and/or stand for extended periods. * Ability to work a variety of shifts. * Ability to use standard computer equipment. * Lifting up to 5 kilograms * Some bending and stooping. The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. For more information about the property, please visit: https://www.chelseatoronto.com/en/

What you’ll do

The Guest Service Agent is responsible for managing guest check-ins and check-outs while ensuring high levels of guest satisfaction. They must also promote hotel facilities, handle financial transactions, and address guest inquiries or complaints effectively.

Requirements

Candidates should have previous guest service and hotel property management system experience. Strong communication skills, the ability to work flexible shifts, and a professional demeanor are essential for this role.

Listed skills

• Time management · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Safety Compliance · Preferred
• Cash handling · Preferred
• Multitasking · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Guest Services
• Property Management System
• Cash Handling
• Communication Skills
• Up-selling
• Customer Satisfaction
• Multitasking
• Problem Solving
• Conflict Resolution
• Computer Literacy
• Teamwork
• Time Management
• Hospitality Management
• Safety Compliance
• Communication
• English Language
• Strong Work Ethic
• Organizational Skills
• Customer Service
• Property Management Systems
• Upselling
• Emergency Procedures
• Customer Complaint Resolution
• Material Safety Data Sheet
• Hazardous Material Handling
• Tourism

Job areas

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