Guest Service Agent ( Overnight)- Chelsea Hotel- Toronto

PRINCIPAL RESPONSIBILITIES

My Guest
 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”.

My Product
 Practice correct cash handling procedures.
 Ensure float is appropriately stocked and balanced.
 Complete the settlement of all outstanding accounts from departed guest.

My Colleague
 Open communication with Manager to report challenges or issues.

My Chelsea
 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 through out all stages of the
selection process. If you need accommodation during the recruitment process, please
advise your Talent Acquisition representative.