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The Valhalla Inn Thunder Bay is currently recruiting for a Guest Service Agent. As a member of the Front Desk Department Guest Service Agents (GSA’s) are focused on providing exceptional service and creating memorable experiences by making emotional connections with all guests. GSA’s are often the first point of contact for our guests and will have a direct impact on the overall experience of our hotel guests and responsible for ensuring 100% satisfaction from the moment guests arrives at the hotel until check out. GSA’s take a proactive and responsive approach in determining and meeting guest needs to ensure a pleasurable and memorable experience for each guest that drives guest loyalty and return business.

Duties and Responsibilities

Reporting to the Director of Rooms, the Guest Service Agent will:

  • Welcome guests into the hotel and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, etc.
  • Demonstrate knowledge of hotel room categories, room rates, packages, promotions, hotel services, etc. and communicate to guests accordingly.
  • Duties include registering arriving guests, assigning rooms, processing group arrivals and departures, taking, canceling and changing room reservations, and processing telephone calls.
  • Utilize up-selling techniques to maximize room occupancy and rates.
  • Answer telephone inquiries, including booking, editing and cancelling reservations
  • Assist guests with check out, including but not limited to; ensuring rooms and services are correctly accounted for, processing credit and debit card payments etc.
  • Exchange foreign currency, calculating charges balancing cash and completing balance sheets
  • Respond to all guest inquiries, requests and concerns ensuring 100% guest satisfaction
  • Conduct on the job training to new associates as required
  • Provide information on hotel facilities and services, general information about points of interest in the area and services available in the community
  • Provide information on hotel facilities and services, general information about points of interest in the area and services available in the community.
  • Secure guests’ valuables, process wake-up calls, store and retrieve luggage, investigate and resolve complaints and claims.
  • Maintain a friendly, professional and productive working relationship with co-workers and management from all departments
  • Assist all guests in a sincere courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction.
  • Understand and apply all hotel safety and security procedures as required to maintain a secure and safe work environment for associated and guests.
  • Understand and comply with all health and safety rules, regulations and laws. Report unsafe acts or hazardous conditions, report all workplace incidents/accidents or near misses, wearing all Personal Protective Equipment required, and participate in the fire safety plan;
  • Attend and participate in all staff meetings
  • Cooperate with all supporting departments to ensure a seamless experience for our guests, ensuring our vision of passionate people creating exceptional experiences is at the forefront of every interaction;
  • Perform any other duties as assigned by the Manager.

Job Requirements

  • 1-2 years experience in a customer service role, hotel experience is an asset
  • Experience in a hotel environment or with property management software an asset
  • Ability to work independently
  • Deliver experiences that create guest loyalty and a desire to exceed guest expectations
  • Computer use and cashiering skills required
  • Excellent communication skills
  • Must be detail oriented with the ability to prioritize, organize and multi-task
  • Wears a uniform and able to represent a defined and high grooming standard.
  • Proven time management skills and ability to work under pressure;
  • Thrives in a fast-paced environment
  • Available to work days, evenings, weekends and/or holidays as required,
  • Moderate level of physical effort.
  • Moderate level of mental effort.
  • High level of sensory attention: sight and hearing.
  • Overtime as required.
  • G license Required
  • Standing and/or walking for prolonged periods
  • Moderate level of physical effort (can include activities such as periodic lifting up to 40 lbs.)

The company has implemented a COVID-19 Vaccine Policy which states that successful applicants are required to provide proof of full vaccination or proof of a documented exemption as part of the hiring process. Details of the policy will be discussed as part of the hiring process.

About Valhalla Inn

The Valhalla Inn is both the largest full-service hotel in Northwestern Ontario and the most unique. Located just minutes away from the Thunder Bay International Airport and near to some of the city’s main attractions, The Valhalla Inn is perfectly situated for any travelling to Thunder Bay.

With a wide array of accommodations ranging from Executive Suites to Family Rooms and even Pet-Friendly Rooms, the Hotel boasts 265 rooms meeting every traveler’s needs. The Hotel is slated to begin a full renovation in 2021.

About SHG

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional! Successful candidates will be invited to a virtual interview!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Melissa Gillard at 1 800 964 1121.

The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.

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