Guest Services Agent- Hotel

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

The Chelsea Hotel, Toronto is Canada’s largest hotel with 1,590 guest rooms and is centrally located, offering dining options, separate adult and family recreation areas and pools, and family-focused services. The Chelsea Hotel is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. It has been honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

The Guest Service Agent completes all guest check-ins and check-outs according to Chelsea procedures and to the guest satisfaction. Ensure excellent communication skills in order to exceed the guest expectations and meet their needs. Must have an excellent working knowledge of the current computer systems and room types, and be able to follow all credit procedures. Must be well informed of the hotel services and pass that information on to the guests.

Create a welcoming and personable atmosphere for all guests.

• Promote up selling Hotel facilities to the guests.
• Ensure all charges made by guests are correctly posted on room accounts (e.g., laundry, parking, ticket service charge).
• 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 feedback concerning their stay.
• Answer any guest or visitor questions or direct them to someone that can assist them. Ensure complete guest satisfaction.
• Greet guests by using first name if known.
• Smile and make eye contact with each guest, always say “my pleasure” instead of “you’re welcome”.
• Practice correct cash handling procedures.
• Ensure float is appropriately stocked and balanced.
• Complete the settlement of all outstanding accounts from departed guests.
• Open communication with Manager to report challenges or issues.
• Safe and effective use of 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.

• Previous Guest Service experience.
• Previous experience with a Hotel Property Management System.
• Previous hotel experience an asset.

• Computer skills required.
• Aware of city tourist attractions, local businesses, able to give directions, etc.

• SMART SERVE certificate an asset.

• 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.

• Fluency in English a must and additional languages an asset.

• 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 throughout all stages of the selection process.

If you need accommodation during the recruitment process, please advise your Talent Acquisition representative.

For more information about the property, please visit: