Guest Service Representative - Metcalfe Hotel

Job Description

Posted Friday, August 21, 2026 at 4:00 AM

Operating in the hospitality and restaurant industry for nearly 50 years, Gray Collection is an award-winning group of authentically local hotels and restaurants that offer travelers from around the world the experience of friendly luxury. Among our establishments are Maggie Oakes, Jacopo, Vieux-Port Steakhouse, Pincette, Bevo Bar+Pizzeria, Restaurant Gaspar, Terrasse le Perché, Terrasse William Gray, and Terrasse sur l’Auberge.

The Metcalfe Hotel delivers in Ottawa an understated luxury to world travelers by showcasing our rich building history and connecting to the current culture, community, and people that make Ottawa a lively 21st century capital city. Newly fully renovated and now part of the Gray Collection, our hotel is now entering a new era .

Reporting to the Director of Rooms, the Guest Service Representative ensures a warm check-in/check-out process and manages reservations, payments, and guest requests. Key duties include personalizing guest experiences, promoting hotel facilities, handling cash, and maintaining accurate records. You’ll also assist with bookings, monitor room inventory, and collaborate with all hotel departments while adhering to health and safety standards.

Welcome guests and manage check-in and check-out procedures while delivering warm, authentic, and personalized service.

Process room reservations, respond to guest inquiries, and accurately settle guest accounts.

Take initiative to create memorable and personalized experiences that exceed guest expectations.

Promote hotel facilities, services, and amenities while identifying opportunities to enhance the guest experience.

Assist with individual room reservations and ensure booking details are accurate and complete.

Respond promptly and professionally to emails, phone calls, and other administrative requests.

Maintain accurate records of daily transactions and guest interactions.

Handle guest requests, concerns, and inquiries efficiently and in a timely manner .

Perform cash-handling duties, including balancing and reconciling cash floats.

Foster a positive, professional, and collaborative team environment.

Monitor room inventory and availability to support revenue optimization and occupancy goals.

Build and maintain strong working relationships with all hotel departments, acting as a liaison on behalf of guests when required .

Demonstrate a strong commitment to Health and Safety standards and actively contribute to maintaining a safe work environment.

Carry out additional duties and responsibilities as assigned by management.

Minimum 1-2 years of front desk or hospitality experience required .

Strong computer skills;
Opera/Opera Cloud experience is an asset.

Guest-focused with a passion for providing exceptional service.

Available to work flexible shifts, including mornings, evenings, weekends, and holidays.

Willingness to undergo Night Audit training and provide coverage when required .

Professional appearance and positive attitude.

Strong communication , organizational, and time-management skills.

Ability to multitask and perform well under pressure.

Ability to work independently, as part of a team, and lead in the absence of management.

Post-secondary education in Hospitality or equivalent experience is an asset.

Bilingual in English and French; a third language is an asset.

• Group insurance plan with telemedecine
• Group RRSP and DPSP (Deferred Profit Sharing Plan)
• 50% employee discount at all of our establishments for the employee and up to 3 guests
• Discounts with our business partners (transportation, wellness, leisure)
• Company culture that values employees
• Employee recognition events
• Growing company with opportunities for career development and personal growth