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About the Role
Guest Service Agents are responsible for providing a five-star welcome and departure experience to each guest, serving as ambassadors throughout their stay. They make the first impression, provide hotel and local information, offer amenities, settle accounts, resolve issues, and complete special requests, working closely with other hotel departments.
Responsibilities
- Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures
- Empathetically listen to guest inquiries and provide appropriate responses
- Set up accurate accounts for each guest checking in according to their preferences
- Block rooms in the computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel
- Maintain confidentiality of all guests and hotel information
- Ensure security of guest room access
- Accurately settle folios, route charges, and make adjustments according to Omni accounting standards
- Maintain guest history files
- Accommodate room changes expediently
- Document and notify designated personnel of guest requests, complaints, or problems, and follow up
- Issue safe deposit boxes to guests and ensure key security
- Monitor, send, and distribute guest faxes
- Generate, print, and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
- Maintain complete knowledge of all hotel features/services, hours of operation, room types, rates, packages, and promotions
Requirements
- Knowledge of Opera is strongly preferred
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and other associates
- Ability to accurately and efficiently input information into computer systems
- Ability to work cohesively with others both within and outside of the department
- Ability to compute mathematical calculations accurately
- Ability to think clearly, quickly and make concise decisions
- Ability to prioritize, organize and follow up
- Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
- Ability to work a flexible schedule, including evenings, weekends, and overnight shifts based on business needs
- Previous customer service experience required
- Previous hotel front desk experience is strongly preferred
- Previous cashiering experience is preferred
- Fluency in a second language is preferred
- Previous guest relations training is preferred
- Smart Serve Certification an asset
Skills
- Customer service
- Hotel front desk operations
- Cashiering
- Guest relations
- Opera (preferred)
- Second language fluency (preferred)
- Smart Serve Certification (asset)
Location
- Toronto
Work Type
- Full-time
Experience Level
- Previous customer service experience required
- Previous hotel front desk experience is strongly preferred
- Previous cashiering experience is preferred
- Previous guest relations training is preferred
Salary/Compensations
- $28.02 per hour (starting rate)
- $31.13 per hour (after six months)
About the Company
- With a legacy spanning over 120 years, The Omni King Edward Hotel stands as Toronto’s first and longest-standing luxury hotel.
- Blending rich history with timeless elegance and modern hospitality, this landmark property has become a cherished destination for both locals and visitors.
- Located in the heart of downtown Toronto, it offers convenient access to the city’s celebrated restaurants, cultural attractions, and premier shopping districts.
- The Omni King Edward Hotel embodies the spirit of Toronto, vibrant, diverse, and welcoming.
- Associates of The Omni King Edward Hotel take pride in being part of a workplace defined by respect, gratitude, and empowerment, supported by comprehensive training, mentorship, and a shared commitment to exceptional service.
Equal Opportunity
- Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer.
- Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.