Summary

Job Summary

Responsibilities include check-in and checkout of hotel guests; answering the telephone; providing information about hotel services and tourism information about the city; exchanging foreign currency; responding to and resolving guest complaints; etc.

Qualifications

Minimum of 1-year guest service experience in a Hotel or related industry.

Post secondary education in hospitality or tourism.

Ability to communicate effectively with all levels of guests, employees and management.

Excellent organizational, computer, cash handling, analytical, and problem-solving skills.

Very strong oral and written communication skills.

Energetic and outgoing, with a positive attitude, driven to provide outstanding guest service.

Daily Tasks

Ensure cash float is balanced at the beginning and end of each shift.

Reading, understanding and abiding by the associate handbook, hotel policies and departmental procedures.

Ensure all registered guests have enough payment via credit check report and have the proper identification presented.

Ensure all daily arrivals are gone through and special requests are taken care of.

Checkout guest accounts ensuring proper billing, postings and revisions are properly performed and logged.

Ensure all guest complaints or concerns are dealt with promptly and efficiently.

Ensure all packages for guests are logged / delivered promptly and efficiently.

Assist guests with hotel and area information or any requests they have.

Assist with arranging transportation and the storage of guest luggage.

Check-in guest reservations ensuring proper billing, postings and information is correct.

Maintaining guest security when issuing room keys after proper identification is established.

Ensure shift audit balances and paperwork is all accounted for.

Be able to complete room blocking, wake up calls, baggage check in/out and be able to reconcile master group accounts.

Understand our different customers and their varied needs and expectations (corporate, leisure, FIT, convention, tour or airline).

Understand room availability inventory and what the rate programs or up selling strategies of the hotel are.

Knowledge of hotel facilities, hours of operations and local attractions.

Knowledge of companywide marketing programs and incentives.

Perform other tasks as assigned by the Management.

Hyatt Regency Toronto

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