guest service agent

About the company

Position Summary Holiday Inn Burlington Hotel and Conference Centre is seeking a friendly, professional, and customer-focused Full-Time Guest Service Agent to join our Front Office team.

What We Value At Holiday Inn Burlington Hotel and Conference Centre, we are committed to delivering welcoming, reliable, and memorable guest experiences. We are looking for a team member who takes pride in providing excellent customer service, demonstrates professionalism, and contributes positively to our hotel's service culture.

Your tasks

The Guest Service Agent is responsible for providing exceptional guest service throughout the guest experience, including check-in, check-out, and responding to guest inquiries and concerns. This role requires strong communication and problem-solving skills, attention to detail, and the ability to remain professional and composed in a fast-paced hospitality environment.

The successful candidate will contribute to a positive guest experience by ensuring efficient front desk operations, maintaining accurate records, and working collaboratively with all hotel departments.

• Welcome guests with a warm, friendly, and professional demeanor, creating a positive first and last impression of the hotel.
• Manage guest check-in and check-out procedures efficiently and accurately, in accordance with hotel standards and policies.
• Create, modify, and cancel reservations as required, ensuring all guest information is accurate and up to date.
• Handle guest registration, room assignments, and special requests whenever possible.
• Answer incoming telephone calls promptly and professionally, directing inquiries to the appropriate departments as needed.
• Provide accurate information regarding hotel services, amenities, in-house events, local attractions, and directions.
• Address guest inquiries, concerns, and complaints promptly and courteously, working toward effective resolutions and guest satisfaction.
• Follow established cash-handling, credit-card processing, and hotel billing procedures.
• Maintain familiarity with daily room rates, room availability, and front desk operating procedures.
• Ensure the proper operation of front desk telephone systems and related equipment.
• Review the front desk logbook at the beginning of each shift and complete all required checklists and assigned tasks.
• Balance and prepare shift-end reports, cash records, and other required documentation in accordance with hotel procedures.
• Maintain clear and effective communication with all hotel departments to support smooth daily operations and exceptional guest service.
• Comply with all hotel policies, brand standards, safety procedures, and service expectations.
• Perform other duties as assigned by Management.

Requirements

Qualifications, Skills, and Abilities

• Minimum of one year of hotel front office or guest service experience.
• Previous experience with OPERA Property Management System (PMS) is required.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Excellent telephone etiquette, interpersonal skills, and a guest-focused approach.
• Proficiency in Microsoft Office applications.
• Basic accounting and numerical skills, with the ability to balance transactions and prepare shift reports accurately.
• Strong attention to detail and the ability to maintain accurate records.
• Excellent organizational, multitasking, and time-management skills.
• Demonstrated problem-solving abilities and sound judgment when handling guest concerns.
• Ability to remain calm, professional, and effective in stressful, high-pressure situations.
• Ability to work independently and collaboratively as part of a team.
• Flexibility to work a variety of shifts, including evenings, overnight shifts, weekends, and holidays.

Other

Holiday Inn Burlington Hotel and Conference Centre Position Type: Full-Time