Guest Services Agent

Germain Hotels group; Ottawa; On-site; CAD 24,923 - 35,497; Full time

Benefits offered by this job

Special travel rates

Autonomy at work

Gym access

Job summary

Germain Hotels group is seeking a Guest Service Agent in Ottawa to warmly greet guests and deliver personalized attention for a memorable stay.

You will handle check-in/out, respond to requests across channels, and resolve issues with a proactive, courteous approach while collaborating with other departments to tailor the guest experience.

The role emphasizes strong communication, positive attitude, and professional handling of challenging situations, with benefits and advancement opportunities.

Qualifications

• Diploma in Hospitality, an asset.
• Excellent oral and written communication skills.
• Natural customer service orientation with a positive attitude.
• Ability to handle difficult situations with professionalism and calm.
• Strong listening skills to understand guest needs and preferences.
• Good computer skills and experience with OPERA PMS, an asset.

Responsibilities

• Check-in and check-out, verify and detail arrivals and departures, and ensure that internal activities run smoothly.
• Respond with care and attention to all guest requests, using your individuality and creativity to constantly improve their experience.
• Respond to guests' requests courteously and efficiently, whether in person, by telephone or by email.
• Resolve guest issues and concerns in a proactive, satisfaction-oriented manner.
• Collaborate with other departments to provide relevant information that enables us to offer a personalized experience to our guests.

Skills

Communication skills

Customer service oriented

Listening skills

Computer skills

OPERA PMS knowledge

Education

Hospitality diploma

Tools

OPERA PMS

Job description

Description

\"What can I do for you?\" is your mantra.

We're looking for that person who uses his or her curiosity and attentiveness to every encounter every day. This person acts as an ambassador with our guests when they arrive at one of our establishments. The Guest Service Agent informs, greets, and helps generate personalized attention to ensure our guests have a memorable stay.

WHAT YOU'LL DO

• Check-in and check-out, verify and detail arrivals and departures, and ensure that internal activities run smoothly.
• Respond with care and attention to all guest requests, using your individuality and creativity to constantly improve their experience.
• Respond to guests' requests courteously and efficiently, whether in person, by telephone or by email.
• Resolve guest issues and concerns in a proactive, satisfaction-oriented manner.
• Collaborate with other departments to provide relevant information that enables us to offer a personalized experience to our guests.

WHAT YOU'LL BRING

• Diploma in Hospitality, an asset
• Excellent oral and written communication skills
• Natural customer service orientation with a positive attitude
• Ability to handle difficult situations with professionalism and calm
• Strong listening skills to understand guest needs and preferences
• Good computer skills and experience with OPERA PMS, an asset

WHAT WE OFFER

• Passionate about travel? Take advantage of special rates when you stay with Germain Hotels and travel the country. Again and again!
• A work environment that fosters creativity and autonomy - contribute to the growth of a company that strives to move you forward and recognizes you for who you really are.
• Squats help you relax? Get access to a state-of-the-art gym right in your workplace.

Hiring hourly rate: $21,93

This position is unionized, and compensation is set as per the current collective agreement.

Germain Hotels may use artificial intelligence-enabled tools to support the screening and assessment of applications. All hiring decisions are made by our HR team and hiring managers based on each candidate's skills, experience, qualifications and alignment with the role requirements.