Organization- Hyatt Regency Toronto
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.
- E nergetic 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.
