Guest Service Agent

ACTIVITIES:

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

• Create a welcoming environment for 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.


• Uses 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.

• Register guests into their guest rooms as per reservations & check out guests and settles accounts; collect and verify payments – cash, debit, and credit and maintain a float.


• Post guest charges, compute guest bills, collect payments and make changes for hotel guests following all cash handling procedures as required by Hotel.


• posting balances to all guest rooms and closing out the day's transactions; running accounts receivable reports; providing next-day reports to the Front Office, Executive Office, and other departments as required.


• Verify and balance daily charges for all departments to customer folios, master accounts, and house accounts; make corrections as needed to ensure required documentation is obtained.


• Run computer through nightly processing sequence to reset for next day's use in balancing for applicable functions.


• Audit all income postings and charges.


• Record and balance staff and house charges.


• Prepare and transmit credit card deposits.


• Process city ledger work to accounting.


• Know all safety and emergency procedures, and 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.

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.

THE COMPANY:

InnVest Hotels manages a portfolio of 100 hotels across 18 internationally recognized brands, making us Canada’s largest independent hotel owner. Our management team also oversees day-to-day operations at nearly 90 additional hotels, making InnVest the largest independent operator in the country. Our properties span from Vancouver, BC to Corner Brook, NL, and range from roadside inns to luxury urban hotels, offering a diverse and dynamic hospitality experience.

At InnVest, our mission is simple: deliver outstanding guest experiences and strong returns on quality hospitality investments. A career with us provides unique growth opportunities and invaluable exposure to Canada’s largest independently owned and operated hotel portfolio.

To Learn more about InnVest visit