As a Guest Service Agent at AC Hotels by Marriott Ottawa, 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 to work Monday through Sunday 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:

  • 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.