Ideal Services Agent

King Edward Hotel

With its rich history, timeless elegance, and modern hospitality, the Omni King Edward Hotel has been a favourite of both locals and visitors for over 120 years. Located in the heart of downtown Toronto, this landmark hotel is just steps away from a wealth of diverse restaurants, tourist hotspots, and shopping centres. It's no wonder the Omni King Edward is the perfect destination for business and leisure travellers alike.

The Omni King Edward Hotel's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni King Edward Hotel may be your perfect match

The Ideal Services Agent is providing five diamond customer service to a wide variety of callers. As the main communication center of the hotel, Ideal Services fields a high volume of calls from both internal and external customers, responding to a diverse array of questions and requests.

• A minimum of 1 year experience
• Ability to clearly and pleasantly communicate in English with guest and co-workers in person, via telephone, and in writing
• Ability to type a minimum of 30 words per minute
• Ability to operate Microsoft Outlook, Excel and Word
• Ability to perform basic mathematical computations
• Ability to remain in a stationary position for up to 8 hours
• Ability to work cohesively with other departments as part of a team
• Ability to multitask, effectively handing a high volume of requests simultaneously.
• Previous customer service experience preferred

• Following the “Moments of Service” guidelines when answering all calls.
• Utilize all functions of telephone and electronic record keeping systems according to established procedures and standards.
• Document and efficiently respond to calls.
• Ensure that all pertinent information is documented appropriately in our dispatch/guest history logs. Regularly review accuracy of all guest requests for accuracy and follow-up.
• Ensure that the telephone switchboards are attended at all times and that sufficient staffing is present to meet the daily business demands.
• Monitor, log and message all guest fax and packages.
• Coordinate emergency procedures as specified in hotel emergency manual.
• Coordinate telephone system failure procedures.
• Maintain confidentiality of all guest information.
• Foster and promote a cooperative working climate, maximizing productivity, and employee morale.
• Answer incoming telephone calls to the hotel efficiently and courteously.
• Direct phone calls and messages to appropriate personnel or guest.
• Assist all guests and employees.
• Initiating Omni prompt responses help line by logging information regarding problems/situations which require prompt attention and relaying to appropriate personnel.
• Recording and making Wake up calls.
• Receiving and sending facsimile messages as needed, as well as operating switchboard and two-way radio.