Front Office Agent

About Toor Hotel – part of JDV by Hyatt

TOOR is a luxury boutique hotel located in the heart of Downtown Toronto. Our guests enjoy a distinctive blend of upscale hotel rooms & suites, accented by unobstructed breathtaking city and lake views. Our 232 rooms and suites featuring floor-to-ceiling windows with breath-taking city and lake views and thoughtfully chosen amenities. Enjoy our French-inspired bistro, a modern yoga and fitness studio, and excellent meeting and reception spaces, all of which make TOOR Hotel a sanctuary designed to inspire connections and enhance a spirited lifestyle.

Duties and responsibilities related to the Front Office Agent role:

Ensure cash float is balanced at the beginning and end of each shift. Ensure shift audit balances and paperwork is all accounted for.

Ensure all registered guests have enough payment via credit check report and have the proper identification presented. Ensure all daily arrivals are gone through and special requests are taken care of. Ensure all packages for guests are logged / delivered promptly and efficiently.

Check-in guest reservations ensuring proper billing, postings and information is correct. Checkout guest accounts ensuring proper billing, postings and revisions are properly performed and logged.

Ensure all guest complaints or concerns are dealt with promptly and efficiently.

Assist guests with hotel and area information or any requests they have. Assist with arranging transportation and the storage of guest luggage.

Maintaining guest security when issuing room keys after proper identification is established.

Be able to complete room blocking, wake up calls, baggage check in/out and be able to reconcile master group accounts.

Understand our different customers and their varied needs and expectations (corporate, leisure, FIT, convention, tour or airline).Understand room availability inventory and what the rate programs or up selling strategies of the hotel are.

Knowledge of hotel facilities, hours of operations and local attractions, companywide marketing programs and incentives.

About you

Front Office Agents are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives opportunity for refined conversation and has a direct impact on creating the guest experience.   Other duties may include processing forms of payment and answering the telephone; providing information about hotel services and tourism information about the city; exchanging foreign currency; responding to and resolving guest complaints; etc.