Guest Service Agent

THE COMPANY:

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL. From roadside inns to luxury urban properties, we are also experientially diverse.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

To learn more about InnVest Hotels, visit https://innvesthotels.com/

ACTIVITIES:

The duties and responsibilities for the Guest Service Representative include, but are not limited to the following:

• Create a welcoming environment for our guests.

• Register guests and assign rooms, accommodating special requests whenever possible.

• Complete pre-registration and blocking of rooms for reservations/guest arrival.

• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.

• Understand room status and room status tracking.

• Know room locations, types of rooms available, and room rates.

• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.

• Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.

• Process guest check-outs.

• Post and file all charges to guest, master, and city ledger accounts.

• Work closely with all hotel departments to improve service delivery and efficiency.

• Use proper telephone etiquette.

• Coordinate guestroom maintenance work with the engineering and maintenance division.

• Report any unusual occurrences or requests to the manager or supervisor.

• Know all safety and emergency procedures, is aware of accident prevention policies.

• Ensure the work environment is tidy and well organized at all times (lobby).

• Adhere to all health and safety guidelines and standards.

COMPETENCIES WE ARE SEEKING:

• Excellent written and verbal communication skills in English

• Excellent organizational, interpersonal and administration skills

• Proficient or familiar with computerized systems

• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations

• Present a high degree of professional work ethic and image

• High school graduate or equivalent

• Availability to work day, evening and night shifts any day of the week including weekends and holidays

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

Pay range for our various positions takes into account multiple factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; education and certifications, work location and other business and organizational needs.