Job title: Guest Services Agent (On Property)
Location: Staybridge Suites Toronto Airport East/GTA/Pearson International Airport
Responsible to: Front Office Manager
ABOUT US
LHM Canada provides industry-leading support to its owners. We focus on managing great hotels that lead their markets in guest satisfaction, RevPAR penetration, and product quality. At LHM, we believe success in the hospitality industry begins with people. They are our greatest asset and, as such, are treated this way. To learn more about LHM Canada, please visit Hotel Development, & Management | LHM Canada
RESPONSIBILITIES
Guest Services & Front Desk Operations
· Provide a warm, professional, and efficient welcome to all guests during arrival, departure and throughout entire stay cycle; provide accurate information about hotel services, amenities, and local area attractions, transportation, and dining options.
· Maintain accurate guest information, room assignments, and billing details within the PMS;
· Handle guest inquiries and requests with empathy and professionalism, ensuring prompt resolution and service recovery when necessary.
· Coordinate for guests their extended-stay needs, such as weekly housekeeping schedules, pet-friendly room assignments, and long-term billing arrangements.
Reservations & Revenue Support
· Process new reservations, changes, and cancellations efficiently, following both brand standards and LHM policies.
· Upsell and promote hotel services, room upgrades, and special packages to maximize revenue opportunities.
· Ensure all negotiated rates, corporate accounts, and loyalty memberships (IHG One Rewards) are correctly applied to guest bookings.
· Work closely with Sales and Revenue Management teams to support group and extended-stay business.
Teamwork & Communication
· Coordinate with Housekeeping to ensure room readiness and accurate status updates on a day/shift-basis.
· Communicate guest preferences, special requests, and maintenance issues to relevant departments promptly; ensure follow-up with guest is conducted for service completion and service satisfaction.
· Collaborate with colleagues across departments to ensure seamless service delivery and guest satisfaction.
Cash Handling & Compliance
· Handle guest payments, deposits, refunds, and incidental charges in line with accounting and audit procedures. Ensure compliance with IHG policies and PCI standards.
· Balance cash drawers and reconcile end-of-shift reports with 100% accuracy.
Health, Safety & Brand Standards
· Follow safety and security protocols, including emergency procedures and guest confidentiality practices.
· Assist in maintaining a clean and welcoming lobby environment that reflects Staybridge brand standards.
· Ensure all front desk processes, logs, and systems are maintained in compliance with IHG requirements and LHM operational policies.
QUALIFICATIONS & EXPERIENCE
· Previous front desk or guest services experience in a hotel environment; extended-stay or all-suite brand experience is an asset.
· Proven ability to deliver excellent guest service while handling check-ins, check-outs, reservations, and billing with accuracy.
· Strong knowledge of IHG brand standards, IHG One Rewards loyalty program and guest service expectations in an elevated service environment.
· Experience resolving guest issues with professionalism, empathy, and service recovery techniques.
· Familiarity with hotel PMS systems (Opera/HotelKey) and Microsoft Office Suite; ability to learn new systems quickly.
· Demonstrated reliability and punctuality; must be consistently dependable and able to follow scheduled shifts.
· Flexibility to work AM, PM, Night shifts, weekends, and holidays as required by business demands.
· Strong communication skills in English, both verbal and written; additional languages are an asset.
· Ability to multitask and remain calm in a fast-paced, high-occupancy environment.
· Must maintain a professional appearance, positive attitude, and team-oriented approach at all times.
· Strong attention to detail and organizational skills, particularly when handling payments, guest records, daily reports and other routine tasks.
· Ability to work independently with minimal supervision while also supporting and collaborating with the hotel team.
What We Offer
We give our people everything they need to succeed, from a competitive salary that rewards all their hard work to a wide range of benefits designed to help them live their best work life.
We welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and provide opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance—always welcoming different backgrounds, experiences, and perspectives.
Pay: $21.50 per hour
Benefits:
Work Location: In person
