Guest Service Agent (Part Time) - AC Marriott Ottawa

Gexel Telecom International Inc.; Ottawa; On-site; CAD 29,000 - 36,000; Full time

Job summary

AC Hotels by Marriott Ottawa Downtown seeks a Guest Service Agent to be the first point of contact, delivering a welcoming, refined experience aligned with AC Hotels' hospitality. You will handle check-ins, check-outs, inquiries, and reservations while ensuring exceptional service at all times.

The hourly rate for this position is $23.99. Strong communication and the ability to work in a fast-paced environment are essential; knowledge of hotel reservation systems is preferred.

Qualifications

• High school graduation or equivalent required.
• Experience in front desk, customer service, or hospitality is an asset.
• Knowledge of Opera, Fosse, or Marriott GXP preferred.
• Strong problem-solving skills and attention to detail.
• Able to work independently and collaboratively in a fast-paced environment.

Responsibilities

• 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.

Skills

Front desk experience

Customer service

Hospitality knowledge

Problem-solving

Attention to detail

Bilingual English/French

Education

High school diploma

Tools

Opera

Fosse

Marriott GXP

Job description

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 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.