REPRÉSENTANT DU SERVICE À LA CLIENTÈLE

THE OPPORTUNITY:

CUSTOMER SERVICE REPRESENTATIVE

REPORTS TO THE GENERAL MANAGER

THE COMPANY:

Passion fuels performance. InnVest succeeds because our people love what they do. Our entire team shares a deep passion for hospitality and travel, which extends far beyond the walls of our offices and properties.

Our company culture is built on collaboration. An agile team where everyone has a voice and the opportunity to pursue their passions. Our skills are as diverse as our portfolio, but we all share a common goal: a belief that partnerships deliver the best results, an entrepreneurial approach to decision-making, respect for others, a strong sense of integrity, and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio representing 18 internationally recognized hotel brands, InnVest is the largest independent hotel owner in Canada. Additionally, our management team oversees the day-to-day operations of nearly +0 hotels, making InnVest the largest independent hotel operator in Canada. InnVest's portfolio is geographically diverse, with hotels from Vancouver, BC to Corner Brook, NL, but also rich in varied experiences, from roadside inns to luxury urban properties.

At InnVest, our mission is simple: to deliver exceptional guest experiences and superior returns on quality hotel investments. A career at InnVest will offer you unparalleled opportunities and valuable exposure to Canada's largest portfolio of independently owned and operated hotels.

THE ROLE:

The guest service representative position is typically responsible for representing the hotel to the guest at all stages of the guest's stay, determining the status of the guest's reservation, and determining the length of their stay. They will also process the guest's payment method, be customer service-oriented, and work closely with housekeeping and maintenance to ensure that room condition reports are up to date.

ACTIVITIES:

The Customer Service Representative's duties and responsibilities include, but are not limited to, the following:

Create a welcoming environment for our customers.
Register guests and assign rooms, accommodating special requests where possible.
Full pre-check-in and room blocking for guest reservations/arrival.
Fully understand and adhere to appropriate credit, check cashing and cash handling policies and procedures.
Understanding room status and room status tracking.
Know room locations, available room types, and room rates.
Use suggestive selling techniques to sell rooms and promote other hotel services.
Coordinate room status updates with housekeeping by notifying housekeeping of all departures, late checkouts, early check-ins, special requests, and mid-day rooms.
Possess a working knowledge of reservations, take reservations for clients both on-site and on-call, understand cancellation procedures.
Customer departures process.
Post and classify all charges to guest, primary, and municipal accounts.
Work closely with all hotel departments to improve service delivery and efficiency.
Use proper telephone etiquette.
Coordinate room maintenance work with the Engineering and Maintenance Division.
Report any unusual events or requests to the manager or supervisor.
Know all safety and emergency procedures, is aware of accident prevention policies.
Ensure that the work environment is tidy and well organized at all times (lobby).
Follow all health and safety guidelines and standards.
SKILLS WE ARE LOOKING FOR:

Excellent written and verbal communication skills in English
Excellent organizational, interpersonal and administrative skills
Proficiency or familiarity with computer systems
Demonstrated knowledge of customer service and a sincere desire to exceed customer expectations
Exhibit a high degree of work ethic and professional image
Bachelor's degree or equivalent
Availability to work days, evenings and nights every day of the week, including weekends and holidays
InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates participating in all aspects of the selection process. We appreciate all applications; however, only those selected for an interview will be contacted.

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