About this role
Hotel and tourism - - As a Guest Service Agent at AC Hotels by Marriott Ottawa Downtown, 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 Monday through Sunday for mornings, days and evenings.The hourly rate for this position is $23.99.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:- 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.