Job Description

Job Overview

We are seeking a dedicated and friendly Front Desk Agent to join our team in providing exceptional guest experiences at our hotel. The ideal candidate will possess strong customer service skills and have a passion for hospitality. As the first point of contact for guests, you will play a crucial role in ensuring their stay is enjoyable and memorable.

Duties & Responsibilities

Welcome guests in a friendly, prompt, and professional manner. Perform check-in and check-out procedures and process all payments according to established procedures. Work proficiently on the hotel's electronic reservation system, as well as other computer programs to ensure a seamless workflow. Handle all financial matters - including credit card and cash transactions - securely, accurately, and with the utmost integrity. Up-sell rooms where possible to maximize hotel revenue. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Always maintain positive guest relations. Resolve guest complaints, ensuring guest satisfaction. Coordinate any room changes or moves. Upon request, provide guests with recommendations for dining, shopping, and any other inquiries. Have an extensive knowledge of the area. Provide callers with accurate information on hotel facilities and services. Monitor and maintain a log of all room-related issues. Communicate room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals and "rush" rooms. Document all guest complaints or problems; notify designated department/ personnel to resolve the situation; follow up to ensure completion and guest satisfaction. Communicate important information with the previous and next shifts. Document maintenance needs on work orders and submit them to the Manager. Understand and be able to assist with hotel emergency procedures (guest evacuations, fire alarms, etc.) Perform other duties as requested by the General Manager.

Requirements

Previous experience in a front desk or guest services role within the hospitality industry is preferred. Strong customer service orientation with the ability to handle challenging situations gracefully. Multilingual or bilingual capabilities are highly desirable to cater to diverse guests. Proficient in using multi-line phone systems and basic computer software applications. Excellent verbal communication skills with a focus on phone etiquette. Ability to work flexible hours, including weekends and holidays as needed. A positive attitude, strong work ethic, and commitment to providing outstanding service are essential for success in this role.
Job Type: Full-time

Pay: $18.00-$19.00 per hour

Experience:

Front desk: 2 years (required)
Location:

Toronto, ON (required)
Work Location: In person