GUEST SERVICES REPRESENTATIVE (F/T)

ABOUT THE SOHO

The luxury of space is central to the promise of an unrivaled experience at SoHo Hotel Toronto.

The SoHo Hotel Toronto, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the City of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Every aspect and detail of SoHo Hotel Toronto’s accommodations have been fashioned for our guests’ comfort and pleasure, from exquisitely comfortable furnishings and state-of-the-art technologies to the stunning views and second-to-none amenities and services.

The SoHo Hotel Toronto offers 89 redesigned rooms and suites featuring an 80 sq. ft. dressing area, marble bathrooms, and heated floors provide a space for guests to relax, rejuvenate, work or to celebrate a special occasion. Our rooms and suites are double the size of other luxury hotels in Downtown Toronto.

The SoHo Residences Apartment Hotels Toronto, Ottawa Lisgar, and Ottawa Champagne consist of luxurious apartment units for comfort and practicality, perfect for extended-stay and with unlimited experiences right outside their doorstep.

THE SOHO CULTURE

As a luxury boutique hotel and residences, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcome culture from all backgrounds and experiences. We are a growing and dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company culture is to take care of our team, our guests, and the community.

Service – we believe hospitality is an art

Ownership – we pride ourselves on accountability

Honor – we respect all guests, team members and the community

Originality – we celebrate and encourage authenticity

We welcome you to be part of our petite yet connected team of the SoHo family.

THE POSITION

The Guest Services Representative position is responsible for greeting guests with the most sincerely welcome, in an efficient and courteous manner. The position ensures guests receive the best service possible from the property, by providing an excellent check-in and check-out experience, addressing their needs, answering their questions, resolving any complaints they may have throughout their stay, and ensuring their stay, payment, and requests, are handled smoothly without any error.

The position will be directly reporting to the Director of Operations and other managers of the front office, working alongside Night Auditors, Concierge team, and receiving requests from other departments and guests.

This role requires in the SoHo Hotel Toronto office located at 318 Wellington Street, Toronto, Ontario, on fluctuating schedule. Schedules are assigned weekly, with a mixture of morning, evening, weekdays and weekend shifts.

DUTIES & RESPONSIBILITIES

• Expediting smooth guest departures and arrivals as per the hotel standards.
• Responsible for greeting every guest.
• Assign rooms according to guest requests and business operations.
• Handle guest complaints and comments in a professional manner and provide the follow up required to co-workers and managers.
• Overseeing VIP guests, arrivals and departures.
• Respond to a wide variety of guest requests by accurately assessing the guest needs and then adding personal recommendations and touches to achieve maximum customer satisfaction.
• Use up-selling techniques to upsell hotel suites, and explain Preferred Hotels membership benefits.
• Demonstrate a high level of customer service at all times.
• Achieves positive outcomes from guest queries in a timely and efficient manner.
• Provide daily communication to the management, department heads and supervisors.
• Maintain responsibility and accountability for the hotel property and the safety of guests, team members, and have authority for the hotel operations while on duty.
• Maintain hotel policies and procedures and confidentiality as guided as well as code of conduct.
• Must be flexible to work Front Desk shifts and Concierge shifts, morning and evenings. Occasionally, this position may be assigned to work Night Audit shifts as well.
• Other duties and responsibilities as assigned.

QUALIFICATIONS & REQUIREMENTS

• Previous hotel experience / hospitality education is required.
• Must be flexible to work weekdays, weeknights, weekends, and holidays.
• The ability to handle confidential information.
• Exceptional organizational skills and time management skills.
• Excellent and professional communication skills.
• Must be friendly and committed to a high level of guest service.
• The candidate must be punctual, well organized and have a keen eye for detail.
• Excellent problem solving, reasoning, motivating, organization, leadership, and training abilities.
• The ability to work efficiently with minimal supervision.
• Fluency in several languages an asset.
• Demonstrated proficiency in Microsoft Word and Excel.
• Ability to multitask and meet assigned deadlines.
• Strong attention to detail.
• Excellent customer service skills.
• Strong communication skills, both verbal and written.
• Able to work as part of a team and display strong teamwork skills.
• Proficient with Microsoft Office applications.
• Experience with Opera/Opera Cloud or similar systems.
• Knowledge of Preferred standards is an asset.
• Displays a professional positive attitude, maintains enthusiasm, and celebrates success.
• Must be able to stand for long periods of time.

COMPENSATION & BENEFITS

• Employee social events.
• Birthday & anniversary day recognition (restrictions apply).
• Discounted on-site parking.
• Meals allowances (restrictions apply).
• Health benefits (restrictions apply).

The SoHo Hotel Toronto is an equal opportunity employer that is committed to inclusion and diversity.

We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Our company has an accommodation process in place for applicants with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Accommodation is available upon request at all stages of the recruitment and selection process.