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Westmont Hospitality Group

Guest Services Representative

London, ON, Canada

Job type: Part-time
Posting language: English
Posted: Sep 25, 2026

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Original job description

The Guest Service Representative is responsible for representing the hotel to the guest throughout all stages of the guest’s stay, determining the guest’s reservation status and identifying their duration of stay. He or she will also process the guest’s method of payment, be customer-service oriented, and work closely with housekeeping and maintenance to ensure room status reports are current and up to date.

Major Duties and Responsibilities

Registers guests and assigns rooms, accommodating special requests whenever possible.
Assists in pre-registration and blocking of rooms for reservations/guest arrival.
Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures.
Understands room status and room status tracking.
Knows room locations, types of rooms available, and room rates.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
Files room keys.
Knows how to use front office equipment.
Processes guest check-outs.
Posts and files all charges to guest, master, and city ledger accounts.
Follows procedures for issuing and closing safe deposit boxes.
Uses proper telephone etiquette.
Uses proper mail, package, and message handling procedures.
Reads and initials the pass-on log and bulletin board daily, and is aware of daily activities and meetings taking place in the hotel.
Attends department meetings.
Coordinates guestroom maintenance work with the engineering and maintenance division.
Reports any unusual occurrences or requests to the manager or assistant manager.
Knows all safety and emergency procedures. Is aware of accident prevention policies.
Maintains the cleanliness and neatness of the front desk area.
Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
Duties associated with Guest Service Representative’s position including but not limited to the above.

Minimum Qualifications and Skills

High school graduate or equivalent.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Must be available for various shifts, weekdays and weekends.
Excellent organizational, written and oral communication.
Proficient/familiarity with Opera would be an asset.
Night Audit experience is an asset.

Mental Effort

Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
Mental effort required in multi-tasking and handling interruptions that require refocusing.
Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests

Physical Effort

Standing at a computer for long periods of time.

Working Conditions

Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
Frequent handling of queries and calls from guests, potential guests, and other departments.

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Canadian Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring and employment process to your full potential can be arranged in advance by contacting the Hiring Manager to arrange reasonable and appropriate accommodation.

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More about this job

Responsibilities

The Guest Service Representative manages the guest experience from check-in to check-out, including room assignments and payment processing. They also coordinate with housekeeping and maintenance departments to ensure accurate room status tracking and guest satisfaction.

Requirements

Candidates must have a high school diploma or equivalent and the ability to work flexible shifts, including weekends. Proficiency in English and strong organizational and communication skills are required, with familiarity with Opera software considered an asset.

Skills

Customer service
Data entry
Cash handling
Telephone etiquette
Organizational skills
Communication
Multi-tasking
Opera software
Reservation management
Conflict resolution
Safety procedures
Front office operations

Visa sponsorship

Not detected in the job text

Keywords

Guest services
Hotel operations
Front desk
Opera
Reservations
Check-in
Check-out
Housekeeping coordination
Maintenance coordination
Cash handling
Data entry
Safety procedures
Customer service
Hospitality
Shift work

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