Guest Services Representative - Part time
Holiday Inn Express & Suites Ottawa West - Nepean - Ottawa, ON

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POSITION: Guest Service Representative


Maximize guest satisfaction from arrival through departure by adhering to the standards required by the Hotel and by handling all guest inquires with a friendly and accurate response.

Essential Functions

  • Manage room inventory for best rates according to season.
  • Monitor guest accounts and payment process. Balance daily transactions, credit cards and cash payment.
  • Maintain personal cash float used to assist guests with transactions and currency exchange.
  • Provide support and encouragement to coworkers by promoting a continuous teamwork environment.
  • Provide guests with prompt service, professional attention and personal recognition.
  • Provide efficient, professional, and friendly service during guest check-in and check-out.
  • Respond positively to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
  • Take incoming calls and/or reservations from guests and provide any information, service, or suggestions that would make their stay, whether present or future, a memorable experience.
  • Perform courtesy calls to guests when needed.
  • Promote and sign up guests for IHG Rewards membership.
  • Effectively operate and use Opera property management system.
  • Check and confirm guest accounts from registration cards to Opera for verification and confirmation that all information is correct in both areas.
  • Perform any other duties specified by the Guest Services Manager.

Human Resources and Development

  • This position is open to all employees.

Work Environment

  • Must be available to work a variety of shifts including but not limited to evening, weekends and/or holidays

Preferred Education & Qualifications

  • Post Secondary education equivalent in Hotel or Business Management Hospitality training an asset
  • 2 years related Guest or Customer Service work experience * Bilingual in French & English is an asset
  • Ability to effectively communicate in a friendly and positive manner
  • Excellent time management, organizational and planning skills with a proven ability to multitask
  • Problem solving, decision making, and team building skills
  • Computer efficiency using Opera property management system
  • Charismatic, creative, engaging and FUN attitude.d