Front Office Agent - Trump International Hotel & Tower Toronto - Toronto, ON

Position Overview
The Front Office Agent responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve an unparalleled guest experience.

Duties & Responsibilities

• Work closely with Door Staff and Bell Staff to ensure a seamless arrival and departure experience.


• Create a memorable arrival and departure experience by providing a personalized check in and check out experience.


• Maintain a balanced bank assigned by the hotel. Reconcile all transactions at the close of each shift.


• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.


• Answer internal and external telephone inquiries in an efficient and friendly manner, using guest names when possible.


• Utilize a variety of computer systems (e.g. property management, and radio systems), high-speed Internet system and facsimile machines.


• Accept reservations, changes and cancellations in the absence of Reservations Department Staff.


• Answer guest calls and direct them appropriately in the absence of PBX Staff.


• Complete shift checklist and pass on important information.


• Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of Attaché, Concierge, Bell Staff, and lobby coverage.


• Must have the ability to perform other tasks or projects as assigned by hotel management and staff.


• Abide by the policies and procedures as set out in the Associate Handbook and any other applicable policies.


• Must work harmoniously and professionally with co-workers and management.


• Attend all scheduled shifts, including shift work and weekend work in accordance with the schedules.


• Other duties as assigned.

Job Requirements

• Must have a passion for delivering outstanding luxury service.


• Self motivated, decisive, responsible and driven to achieve goals.


• Strong interpersonal skills, exceptional oral and written communication skills.


• Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills.


• Must be organized and detail oriented.


• Strong multi-tasking skills.


• Must be able to stand for an entire shift.


• Ability to work flexible hours, including days, evenings, nights, weekends and holidays.

Education & Experience

• Fluent in English. Proficiency of a secondary language would be an added advantage.


• Relevant experience in a similar capacity in a luxury hotel.


• Proficient in Word, Excel and Outlook .


• Experience with Opera would be an added advantage.

College education in Hospitality preferred or equivalent experience.