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Master Handshaker (Guest Services Agent)

Job Number
Full Time
Job posting
28 Feb 2016


The Master Handshaker is responsible to delight our Rovers at all stages. The Master Handshaker must maintain a consistently high standard of customer service throughout the shift. He/she also acts as a representative of the hotel and handles all Rover matters brought to their attention to the satisfaction of the Rover.


  • To escort guests to their rooms upon arrival, describing the Hotel’s facilities along the way.
  • To maintain high visibility in the Lobby and Reception areas, providing assistance to guests as needed.
  • To handle all guest concerns in a polite and professional manner, and in line with established empowerment guidelines.
  • To provide support to Reception, Bell Stand, Executive Lounge and Business Lounge as needed.
  • To check on arriving guest preferences, and actions them throughout the hotel, ensuring that guest rooms are set up accurately prior to the guest’s arrival.
  • To contact guests in advance to verify booking, billing, transportation, and any additional requirements.
  • To complete additional tasks as assigned from time to time by their supervisor. This may include training and meeting attendance.


  • Fluency in English
  • Fluency in a third language will be an asset
  • Proficiency in Microsoft Office Software
  • Customer service orientation and able to personalize and interact with guests in a polite and courteous manner
  • Enthusiastic and pleasant personality
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