IHG Senior Front Desk Agent - InterContinental Toronto Centre in Toronto, Ontario

Senior Front Desk Agent - InterContinental Toronto Centre

Job Number AMER00119

Hotel Brand: InterContinental Hotels

Americas - Canada - Ontario - Toronto


About us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs, inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Your day to day

  • Assist in supervising the front desk function; ensure staff is properly trained including service, expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.

  • Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues

  • Upsell rooms where possible to maximize hotel revenue

  • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank

  • Routinely check in/out guests, answer phones, take reservations and assist staff with job functions

  • May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys

  • Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction

  • Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

  • Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines

  • Promote teamwork and quality service through daily communication and coordination with other departments

  • Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.

What we need from you

  • High school diploma or equivalent. Some college preferred

  • One year front office/guest relations experiences including some supervisory/training experience

  • Communication skills are utilized a significant amount of time when interacting with guests and employees

  • Reading and writing abilities are utilized often

  • Basic math skills are used frequently

  • Problem solving, reasoning, motivating and training abilities are often used

  • May be required to work nights, weekends, and/or holidays

What we offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package. What's more, because your career will be as unique as you are, we'll give you all the tailored support you need to make a great start, be involved, and grow.

And because the InterContinental Hotels & Resorts brand belongs to the IHG family of brands, you'll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 4,800 hotels in over 100 countries around the world.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce. We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes. Please advise the recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.