Corporate - Guest Services Agent

A collection of heritage-driven, neighbourhood-centric hotels.

Archive Hospitality Group began with a mission:
Revitalize architectural landmarks as vibrant places that anchor and contribute to the community. We reimagine historic buildings deeply rooted in their location and welcome travelers and locals alike to share memorable experiences. From the people and places we encounter to the connections we make; we aim to create space for all. We strive to bring the same level of quality, commitment, and dedication we give to our properties to the Archive Team.

This is a fulltime position. Individual can choose to work in-office, at 651 Queen Street East, or at home in the Greater Toronto Area. Should team member work at home, this position requires a quiet work area and stable internet connection. Approximately once a month, team member will be expected to be at the office or on-property.

During the onboarding process, training will take place at the office and visits to the properties will be scheduled.

The Guest Service Agent is responsible for providing exceptional customer service and managing reservations for our hotels. The primary objective will be to ensure a seamless booking experience for customers by accurately processing their reservations, addressing inquiries, and maintaining a high level of professionalism at all times. They will work closely with various departments to coordinate reservations and maintain an organized and efficient system.

The ideal candidate should possess excellent communication skills, strong attention to detail, and a passion for delivering outstanding customer service. This position reports to the Guest Services Manager.

• Process Reservations for overnight guestroom accommodations and dining reservations:
  Receive, record, and process reservations accurately and efficiently, ensuring all required details are captured correctly
• Customer Service:
  Provide exceptional customer service by addressing customer inquiries, resolving issues, and assisting with special requests in a timely and professional manner
• Reservation Management:
  Manage and update reservation systems, ensuring accuracy of information, availability, and pricing
• Communication:
  Maintain effective communication channels with customers, colleagues, and other departments to ensure smooth reservation processes and resolve any conflicts or discrepancies
• Product Knowledge:
  Acquire and maintain comprehensive knowledge of the hotel’s products, services, promotions, and policies to effectively assist customers with their inquiries and provide accurate information
• Upselling and Cross-selling:
  Identify opportunities to upsell and cross-sell additional products or services to customers, maximizing revenue potential
• Financial acumen:
  Facilitate conversations with guests regarding room & other charges and work with travel agents for commission reconciliation. Liase with accounting as necessary.
• Documentation:
  Maintain accurate and up-to-date records of reservations, customer interactions, and relevant information using designated systems and tools. Take ownership of managing reservations in group blocks (for example, accurate rooming list entry with billing details).
• Problem Solving:
  Proactively identify and resolve reservation issues, complaints, and conflicts, striving to achieve customer satisfaction
• Team
  
  Collaboration:
  
  Collaborate effectively with colleagues, including front desk staff, sales teams, and management, to ensure smooth operations and customer satisfaction
• Continuous Improvement:
  Stay updated with industry trends, best practices, and new technologies related to reservations and customer service, and propose improvements to enhance the overall reservation process
• This job description is a general outline of responsibilities and qualifications and may be subject to modifications or additions based on the specific requirements of the organization.

• High school diploma or equivalent; additional certifications in hospitality or customer service will be an advantage
• Proven experience in a customer service role, preferably in a…