The Job
As a Guest Services Representative, you are the first point of contact for our guests, creating a welcoming and memorable arrival experience. From check-in to check-out, you ensure every interaction is friendly, efficient, and professional. Whether it’s engaging in casual conversation, answering questions, or highlighting the best of our property and local area, you play a key role in making each guest feel at home while delivering the exceptional service our hotel is known for.
*This position is being posted to fill a current vacancy in our organization.
What You'll Do
- Greet, register, and assist guests throughout their stay, including check-in, check-out, reservations, and payment processing, while maintaining accuracy in all guest accounts, ensuring a smooth and positive guest experience
- Register guests accurately, verifying reservation details, identification, address, and payment information while accommodating special requests when possible.
- Handle reservation inquiries, guest concerns, and complaints with care and professionalism, ensuring timely resolution.
- Prepare for group room arrangements and VIP arrivals; become informed of events/ functions in the hotel during the shift.
- Receive and process telephone and walk-in reservations by providing hotel information such as room types, rates and packages, as well as highlighting the hotel’s facilities, features, and services to provide accurate information and enhance guest satisfaction.
- Provide accurate information and directions about the hotel, amenities, and local attractions.
- Process guest payments and maintain an accurate house bank, preparing daily cash deposits and reports in accordance with hotel policies.
- Accurately complete and double-check routing and pre-payment set ups for all third-party and direct billing reservations
- Provide currency exchange services accurately and in compliance with hotel procedures.
- Communicate effectively with all departments to ensure seamless service and support overall guest satisfaction and safety.
- Maintain the cleanliness, organization, and professional appearance of the Front Desk and back office areas.
- Report any unusual occurrences, requests, or safety concerns to the Supervisor or Manager.
- Obtain a professional image at all times through appearance and proper uniform.
- Follow all rate and revenue management protocols and comply with hotel loyalty program standards.
- Support the team by performing additional duties as assigned to enhance overall guest satisfaction and operational success.
The above areas of responsibility are not all inclusive and may be amended from time to time.
Who We're Looking For
- Completion of secondary school diploma (Grade 12) or equivalent
- Smart Serve Certification preferred
- Ability to communicate clearly and professionally in English, both verbally and in writing
- Minimum of 2 years customer service experience, previous Front Desk experience preferred
- Must be computer literate
- Ability to speak French is an asset
- Must possess strong organizational and time management skills
- Must possess an outstanding level of customer service, be punctual, and well-organized
- Must have excellent attention to detail
- Ability to use sound judgement in day to day activities and decision making
- Must be a team player and have excellent communication skills
- Must possess the ability to communicate effectively within a diverse team environment
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests
- Must take initiative
- Ability to work mornings, days, evenings, weekends and holidays
Why Join Us?
- Earn an hourly rate of $20.00
- Join a supportive team that values your skills, dedication, and growth.
- Advance your career through hands-on experience and clear development opportunities.
- Be part of a reputable hotel known for delivering exceptional guest service and quality.
- Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
- Create meaningful, memorable experiences for guests from all over the world.
At Holiday Inn Express & Suites Kingston Central, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special!
Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.
Working for our Holiday Inn Express & Suites Kington Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!
We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.
We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.
We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.
Pay: $20.00 per hour
Benefits:
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
