At Your Service Agent

Easton's Group of Hotels; Kingston; On-site; CAD 30,000 - 40,000; Full time

Job summary

A leading hotel group is seeking an 'At Your Service Agent' to be the voice of their brand, delivering exceptional communication and customer service to guests. In this pivotal role at Kingston Marriott Hotel, you will assist with guest inquiries, manage calls, and provide timely responses in a supportive team environment. Join a dynamic atmosphere with growth opportunities and enjoy various employee perks.

Benefits

Employee recognition programs

RRSP contributions

Wellness initiatives

Staff discounts on hotel stays

Qualifications

• Six months of experience in a phone operator or customer service role, preferably in a hotel environment.
• Excellent verbal communication skills.
• Fluent in English; additional languages are a valuable asset.

Responsibilities

• Provide courteous, accurate, and timely service to all guests.
• Manage internal communication between departments.
• Serve as the communications hub during emergencies.

Skills

Verbal communication

Customer service

Multitasking

Organizational skills

Job description

Do you have a warm, welcoming voice and a passion for connecting people to great service?

Join the Kingston Marriott Hotel as an At Your Service Agent, where you’ll be the central point of communication for guests and team members alike. In this key role, your voice will set the tone for exceptional guest experiences—whether assisting with a wake-up call or helping during an emergency.

Why Join Us?

Be the Voice of Marriott: As the first point of contact for many guests, you’ll represent the brand’s commitment to world-class hospitality—one phone call at a time.

Grow Your Career: We offer structured training, mentorship, and career development pathways within the Marriott network—both locally and globally.

Prime Location: Located in the heart of downtown Kingston, enjoy working in a vibrant setting steps from the waterfront, cultural attractions, and top dining spots.

Employee Perks & Benefits: Take advantage of our employee recognition programs, RRSP contributions, wellness initiatives, and staff discounts on hotel stays worldwide.

Supportive Team Environment: Join a team where communication, collaboration, and care for one another drive everything we do.

Your Role: What You’ll Be Doing

Responsibilities

As an At Your Service Agent, you’ll provide courteous, accurate, and timely service to all guests and internal departments through telephone communication. Responsibilities include:

• Answering all incoming calls to the hotel within the required time frame and with a warm, professional tone.
• Directing calls appropriately to departments, guest rooms, or voicemail using a multi-line phone system.
• Offering accurate local information and directions to guests in a friendly and helpful manner.
• Serving as the communications hub during emergencies or crisis situations, following all safety and security protocols.
• Coordinating wake-up call services and documenting requests clearly and accurately.
• Managing internal communication between departments including security, housekeeping, engineering, and front office.
• Recording and delivering messages to guests and staff efficiently.
• Handling guest concerns with empathy, applying appropriate service recovery strategies to ensure satisfaction.
• Logging and tracking incoming packages, mail, or faxes for guests and notifying them promptly.
• Staying informed about in-house groups, VIP arrivals, and special events to provide tailored service.
• Reporting equipment or phone system malfunctions to management for resolution.
• Performing additional duties as needed to support hotel operations and guest services.
  
  

What We’re Looking For

We’re looking for a poised, confident communicator with a strong sense of service and a calm demeanor under pressure:

• Six months of experience in a phone operator or customer service role, preferably in a hotel environment.
• Excellent verbal communication skills with a clear, professional speaking voice.
• Fluent in English; additional languages are a valuable asset.
• Basic reading and writing skills; strong typing and keyboard proficiency.
• Ability to sit for extended periods while operating a phone console and computer.
• Strong organizational and multitasking skills, with attention to detail and guest preferences.
• Available to work flexible shifts including evenings, weekends, and holidays.
  
  

Be the voice that welcomes, reassures, and connects. Apply today to become an integral part of the Kingston Marriott Hotel team as an At Your Service Agent.