Guest Experience and Front Desk Coordinator

Job Responsibility:

We are currently seeking a dynamic and customer-focused individual to join our team as a Front Office and Guest Services Representative. If you are passionate about providing exceptional guest experiences and possess excellent communication and organizational skills, this role is for you.

Responsibilities :

• Guest Relations:
  • Greet guests in a warm and friendly manner, ensuring a positive first impression.
  • Provide a personalized and attentive service to meet guests' needs and exceed their expectations.
  • Respond to guest inquiries and requests promptly and courteously, maintaining a high level of professionalism at all times.
  • Handle guest complaints or concerns efficiently, seeking appropriate solutions and escalating issues when necessary.
  • Assist in coordinating special requests, such as room upgrades, amenities, and restaurant reservations.

• Front Office Operations:
  • Conduct check-in and check-out procedures efficiently, ensuring accuracy in guest information and billing details.
  • Manage room allocations and ensure timely and smooth guest arrivals and departures.
  • Maintain a comprehensive knowledge of hotel services, facilities, and local attractions to provide accurate information to guests.
  • Process guest payments, invoices, and credit card transactions accurately and securely.
  • Handle telephone calls, emails, and other forms of communication promptly and professionally.

• Concierge Services:
  • Provide recommendations and assistance to guests regarding local attractions, dining options, transportation, and entertainment.
  • Arrange transportation, tours, and tickets for guests, ensuring a seamless and enjoyable experience.
  • Assist with luggage handling, including storage and retrieval.
  • Coordinate with other departments to fulfill guest requests and ensure a smooth flow of operations.

• Administrative Tasks:
  • Maintain accurate and up-to-date guest records and reservation information in the property management system.
  • Prepare daily reports, including occupancy, revenue, and guest feedback, to facilitate effective decision-making.
  • Assist with inventory management of guest supplies, such as toiletries and amenities.
  • Collaborate with the housekeeping department to ensure rooms are ready for guest arrivals and maintain cleanliness standards in public areas.

Requirements :

• High school diploma or equivalent; additional certification in hospitality or related field is a plus.
• Proven experience in a similar role within the hospitality industry, preferably in a luxury hotel or resort setting.
• Exceptional interpersonal and communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Excellent organizational and multitasking skills, with attention to detail.
• Proficient in using computer systems, including property management systems and Microsoft Office Suite.
• Ability to work in a fast-paced environment and remain calm under pressure.
• Flexibility to work varying shifts, including weekends and holidays.

Join our team at CEM Resorts and be part of an exceptional guest service experience in the heart of Toronto. Apply now and embark on a rewarding career that combines customer service excellence with the excitement of the hospitality industry.