Guest Service Agent

Overview

Join Pantages Hotel Downtown Toronto, an energetic and stylish destination nestled in the vibrant Downtown-Yonge area. Our hotel blends urban excitement with refined comfort in the heart of the city, featuring a signature restaurant and lounge, live piano music in the lobby, and luxurious boutique suites. As part of our team, you will deliver polished hospitality that connects guests with Toronto's best cultural and entertainment venues.

Position Summary

We’re seeking a Guest Service Agent to provide excellent first and last impressions for our guests by delivering outstanding service. In this role, you will manage guest interactions throughout check-in and check-out, handle reservations, and maintain effective communication with all hotel departments. You will also support sales initiatives targeting a diverse clientele while ensuring compliance with brand standards.

Key Responsibilities

• Offer warm, friendly interactions with guests and coworkers.
• Adhere strictly to company and brand guidelines.
• Manage the check-in and check-out processes efficiently and courteously, including guest registration and room assignments while accommodating special requests.
• Create, modify, and cancel reservations as needed.
• Professionally manage all incoming and outgoing phone calls.
• Review daily emails and logbooks, completing required checklist tasks.
• Maintain front desk telephone operations and remain knowledgeable on current room rates.
• Prepare shift-closing reports and paperwork per hotel policies.
• Collaborate and communicate effectively with all departments.
• Resolve guest complaints promptly and offer information about hotel services, local attractions, and amenities.
• Perform additional duties as assigned by supervisors or management.

Desired Attributes

• Personify the company culture in daily interactions, demonstrating inclusivity, motivation, and engagement.
• Work well within a supportive, team-oriented, and empowering environment.

Candidate Profile

• Previous customer service experience, ideally in a hotel front desk setting.
• Strong verbal and written communication skills.
• Proficient with Word and Excel; familiarity with Maestro or Opera systems is beneficial.
• Detail-oriented and adaptable, thriving in fast-paced, dynamic environments.
• Self-driven, capable of independently solving problems and completing tasks efficiently.
• Professional demeanor with friendliness, enthusiasm, and energy.
• Flexible availability, including days, evenings, weekends, and holidays as required.
• Legal authorization to work in Canada is mandatory.

Why Join Us?

• Experience a people-focused workplace that values respect, appreciation, and fun.
• Collaborate with passionate team members who share your enthusiasm.
• Access opportunities for career growth, leadership development, and meaningful impact.
• Benefit from annual scholarships (for employees and their children), wellness credits, and donation matching programs.
• Engage in volunteer rewards, referral incentives, team-building events, and recognition culture.
• Enjoy discounts on hotel stays.

About Silver Hotel Group

Silver Hotel Group is a family-owned Canadian company specializing in hotel investment, development, and management, with properties across Canada and the U.S. Our portfolio ranges from branded full-service hotels to boutique independents. We prioritize a culture of passion, creativity, and fun, guided by our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. Our team of 600-plus members embraces the mantra "You Matter," fostering engagement and retention.

Diversity and Accommodation

We are committed to providing an inclusive, barrier-free environment that respects all guests, colleagues, and applicants. Accommodations are available upon request during recruitment for those with disabilities. Silver Hotel Group is an equal opportunity employer, offering consideration without regard to race, color, religion, sex, national origin, disability, or other protected characteristics.