About this role
As a *Guest Service Agent* at AC Hotels by Marriott, you will be the first point of contact for guests, delivering a seamless, sophisticated, and welcoming experience that aligns with AC Hotels? European-inspired hospitality. You will handle check-ins, check-outs, guest inquiries, and reservations while ensuring exceptional service at all times. Your role is crucial in creating a refined and effortless guest experience.
The ideal candidate must be available for a flexible schedule, Monday through Sunday.
_*CANDIDATE PROFILE:*_
*Education and Experience*
* High school graduation or equivalent required. * Previous experience in front desk, customer service, or hospitality is an asset. * Knowledge of hotel reservation systems (e.g., Opera, Fosse, Marriott GXP) is preferred. * Strong problem-solving skills and attention to detail. * Ability to work independently and collaboratively in a fast-paced environment.
*Preferred:*
* Ability and willingness to work flexible shifts, including weekends, holidays, and overnight shifts. * Bilingual capabilities (English and French) are an asset. * Excellent interpersonal and communication skills. * Capability to communicate in both English and French * A guest-focused mindset with a passion for delivering exceptional service.
*Physical Requirements:*
* Ability to stand and walk for extended periods, up to 8 hours per shift. * Ability to lift and carry up to 25 lbs as needed. * Requires writing, standing, sitting, walking, repetitive motions, listening, and visual acuity. * Manual dexterity to operate front desk and office equipment.
_*ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:*_
*Guest Service & Operations:*
* Welcome guests with warmth and professionalism, ensuring a smooth check-in and check-out process. * Employ the LEARN approach towards resolving guests concerns to their satisfaction. * Provide detailed information about hotel amenities, local attractions, and services. * Handle guest requests and concerns promptly, ensuring satisfaction and resolution of issues. * Assist guests with transportation arrangements, reservations, and special requests.
*Front Desk & Reservations Management:*
* Process room reservations, modifications, and cancellations efficiently. * Follow the department checklist to ensure tasks are completed effectively. * Maintain accurate guest records, ensuring correct billing and payment processing. * Follow Marriott brand standards for front office operations and guest interactions.
*Safety & Security:*
* Ensure compliance with hotel security protocols, including room key control and guest privacy policies. * Monitor the lobby and front desk area, reporting any safety or security concerns. * Respond to emergency situations and coordinate with the appropriate departments as needed.
*Administrative Support:*
* Handle phone calls, emails, and guest inquiries with professionalism. * Maintain a well-organized front desk area, ensuring all supplies and materials are stocked. * Assist with night audit duties when required.
*Safety and Compliance:*
* Adhere to all health, safety and sanitation regulations. * Follow hotel policies and procedures, ensuring the highest standards of cleanliness and hygiene.
*Team Collaboration:*
* Work closely with housekeeping, maintenance, and food & beverage teams to enhance the guest experience. * Participate in daily team briefings to stay informed of hotel updates and guest preferences. * Support other departments as needed to ensure smooth hotel operations. * Practice the AC Brand Elevation mantras in your daily delivery approach with guests and AC family members. * Actively participate in the daily affirmations stand-up meeting and apply key takeaways to enhance guest experiences.
Pay: From $23.99 per hour
Benefits: * Company events * Dental care * Discounted or free food * Employee assistance program * Paid time off * Store discount * Wellness program
Experience: * Hotel: 1 year (preferred)
Location: * Ottawa, ON