Hotel Guest Services Representative; Bilingual ENG​/FR

Job Description

Under the general direction of the Hotel Guest Service Assistant Manager, the Hotel Guest Services Representative is responsible for providing efficient and courteous service to each guest and operating according to the policies, procedures, quality standards, and services established by the management team for the satisfaction of internal and external guests. The role ensures adherence to the Company's policies and procedures, motivates and leads by example, and supports the learning environment while establishing a safe and welcoming work environment for all team members.

• Check‑in & check‑out (ensure effective procedures for individual and group/tour activity)
• Address telephone and in‑person inquiries
• Inform and follow up with necessary departments to ensure all requests for cots, cribs, packages, etc. are delivered to the guests’ rooms and deliver items to guests at their request on an as‑needed basis
• Maintain room security by providing effective key control & confidentiality
• Record requests for special accommodations, suites, and/or in‑house packages; check daily for out‑of‑order rooms, VIP rooms, and special accommodations requests, and ensure all pre‑registrations are done correctly
• Follow shift checklists to ensure all duties are completed in a timely manner
• Maintain proper balance and knowledge of daily transactions and float responsibilities
• Assist with cleaning duties to maintain a clean and well‑ordered work area in line with hotel policy
• Achieve guest satisfaction by responding to and anticipating guests’ needs, ensuring all comments and complaints are acted upon in accordance with hotel and Company policy
• Maintain and balance sales from the in‑lobby kiosk for guests
• Maintain the guest business center area, including stocking paper and assisting guests with computer inquiries
• Perform other duties as assigned

• High School Diploma;
  Post Secondary hospitality or hotel education or suitable combination of education and experience
• Minimum 1‑year experience in a full‑service hotel, preferred
• Reservations experience an asset
• Basic computer skills:
  Microsoft Word, Excel, Internet
• Knowledge of the area and surrounding attractions
• Working knowledge of reservation systems to perform taking reservations, duplicate checks, non‑guaranteed cancellations, claimed reservations, setting the house statistics, etc.
• Working knowledge of voucher procedures, gift certificates
• Ability to exceed internal and external customer expectations through timely, effective, and service‑oriented communication
• Strong verbal and written communication skills are required; bilingualism in both French and English is considered an asset
• Ability to work and thrive in a team‑oriented environment and be able to function independently
• Ability to work in a physically demanding area and be familiar with a high‑volume, fast‑paced, multi‑tasking environment
• Must be able to pass a criminal background check
• Must be 19 years of age or older

• Regular hotel environment, fast paced with multiple priorities, deadlines, and deliverables
• This role requires extended periods of standing, walking, bending, and may lift up to 35 lbs.
• The role requires a flexible schedule that adapts to business needs, including non‑traditional work hours such as holidays, evenings, overnight, or weekend shifts.