Front desk agent, Full time, 20.81$/h

The Courtyard Marriott is located in the heart of Montreal, near the Palais des congrès, just minutes from the famous underground city, Place des Arts, shops and boutiques on the vibrant rue Ste-Catherine, and Old Montreal. The hotel offers 212 spacious rooms, conference facilities, an indoor swimming pool and whirlpool, a fitness room, as well as a restaurant, lounge bar, and Illy café.

Job Overview

The front desk agent is responsible for providing outstanding service to our guests, handling arrivals and departures, and offering hotel and city information. The role requires attentive listening and problem-solving skills, while maintaining professionalism and courtesy with guests.

Main Responsibilities

1. Provide excellent service to guests, greeting them warmly, anticipating their needs, and expressing gratitude.
2. Handle guest arrivals and departures, including reservations, modifications, and cancellations.
3. Secure payment methods, verify and adjust billing as necessary.
4. Open and close the workstation, count the cash register at shift start and end, and secure it at all times.
5. Complete cash and closure reports using the computer system.
6. Process all payment types, adjustments, installments, corrections, and miscellaneous charges.
7. Activate and assign room keys.
8. Generate and review daily reports and logs.
9. Address guest requests and relay messages.
10. Inform guests about room features, hotel amenities, services, and operating hours.
11. Provide city information and suggest activities of interest.
12. Prioritize and resolve requests or issues held from the previous day.
13. Communicate clearly, professionally, and courteously.
14. Answer phone calls with proper etiquette.
15. Report any guest-reported thefts to management.
16. Follow all company policies and procedures.
17. Maintain confidentiality of private information.
18. Report accidents, injuries, and unsafe conditions to the supervisor.
19. Print contingency lists for emergency guest logs.
20. Maintain a professional appearance and wear the uniform per standards.
21. Perform any other related duties as requested.

Education and Experience

1. Hold a DEC or DEP in Hotel Management, Tourism, or a related field.
2. At least one (1) year of experience in customer service.
3. Experience as a front desk agent is an asset.
4. Knowledge of reception software is an asset.

Skills and Abilities

1. Fluent in French and English, both spoken and written.
2. Maintain professionalism at all times.
3. Organized with attention to detail.
4. Excellent interpersonal and customer service skills.
5. Positive attitude with empathy towards guest needs or complaints.
6. Ability to make decisions and solve problems independently.
7. Flexible schedule, including days, evenings, and weekends.
8. Ability to stand for long periods.
9. Ability to lift and move objects under 15 pounds without assistance.

Our organization values diversity and is committed to an inclusive workplace. The masculine form is used solely for simplicity and does not imply gender bias. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other protected status.