Guest Services Associate

TownePlace Suites By Marriott Hamilton; Hamilton; On-site; CAD 35,000 - 45,000; Full time

Job summary

A local hotel in Hamilton is seeking a candidate for a guest service role that supports the Guest Service Supervisor and involves administrative responsibilities. The ideal candidate should have a background in hospitality or tourism, effective communication skills, and a passion for customer service. This position requires adaptability and a positive attitude to ensure a top-notch guest experience.

Benefits

Inclusive workplace

Training and development opportunities

Qualifications

• Demonstrated knowledge of hospitality practices.
• Previous experience in hotel or tourism environment is preferable.
• Ability to work in a fast-paced environment and multi-task.
• Experience with guest check-in and checkout procedures.

Responsibilities

• Support guest service supervisor role and administration tasks.
• Ensure uncompromised guest and client experiences.
• Assist in managing reports and department performance.
• Participate in monthly team meetings.

Skills

Customer service knowledge

Effective communication skills

Interpersonal skills

Organizational skills

Education

Relevant education or equivalent experience

Tools

Microsoft Office

CRM systems

Job description

Summary of Duties

Reporting directly to the Guest Service Supervisor with Sales administrativeresponsibilities that will be supervised by the Sales Manager, this position is responsible supporting allaspects of Guest Service Supervisor role and administration requirements ofthe Sales Manager. Duties include shift coverage, reports, guest check in/out, system management whileensuring uncompromised guest and client experiences. Ongoing liaison with hotel associates includingsales, housekeeping and administration, this position will be a key member of the team.

General Duties

• Assumes the day-to-day tasks within the department(s).
• Participates in multi-disciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations andthe guest experience.
• Administration of reports and the activities and performance of the departments relative tospecified benchmarks departments’ operations.
• Provides information and/or reports to supervisors, managers, guests, associates and hotel brandrelated representatives.
• Participate in monthly team meetings.
• Ensures security of guests, fellow associates and hotel assets.
• Performs additional duties as requested by the Executive Team leaders to aid in better operationof the hotel and service to the guests.

Qualifications

• Demonstrated knowledge of the practices and theories normally acquired in a related field or anequivalent combination of relevant education and relevant work experience.
• A thorough understanding of customer service.
• Previous related experience - preferably in a hotel, hospitality, or tourism environment.
• Proven knowledge of customer relations, guest services through extensive practical experience.
• Effective communication, presentation, interpersonal and organizational skill.
• Demonstrated ability to effectively work with a multi-disciplinary staff, in a result oriented and predominantly fast paced environment.
• Experience working with meeting, event and group influencers is a definite asset.
• Ability to interact effectively with guests, management, peers, staff and the general public.
• Thorough knowledge and understanding of policies, procedures, regulations, and by-lawsaffecting the department/division.
• Working knowledge of computer software applications as well as Microsoft Office, CRM’s and database management.
• Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided).
• Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained.
• Excellent working knowledge of basic accounting procedures relating to guest payment, creditcard procedures, loyalty programs and guest accounts.
• Familiarity and working knowledge of local area, the City of Hamilton and the surrounding area isan asset.
• Handle reservations, check-in and check out of guests.
• Ensure the accuracy of housekeeping, maintenance, sales and department reports.
• Ability to communicate effectively; written, verbal, phone and face to face meeting situations.
• Flexible – able to work weekends, evenings, and some holidays.
• Must have good cash handling skills.
• Marriott or hotel chain working experience is an asset however, extensive training will beprovided
• Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset.
• Demonstrated skills in database (CRM) applications, Microsoft Office including Word, Excel,internet considered an asset.

This Job is idea for someone who is

• A hospitality professional with previous Marriott, Guest Service, or another related hotelexperience.
• Dependable, reliable, and detail-oriented.
• Demonstrates integrity, honesty, and delivery of high moral and ethical principles.
• People-oriented -- enjoys interacting with people and working on group projects.
• Adaptable/flexible -- enjoys work that requires change, new direction, can take on staffresponsibilities and duties as needed.
• Goal-oriented -- enjoys a challenge, thrives on results.
• Independent – can work with little or no direction and well in a team environment.
• Innovative – thinks “out of the box”, is creative.
• Thrives in a high-pressure environment.

Health & Safety:

The incumbent is required to work in accordance with the provisions of applicable Health and Safetylegislation and all City of Hamilton, corporate and departmental policies and procedures related toOccupational Health and Safety.

Terms

Applicants must have a valid “G” driver’s license and/or dependable transportation to report to work.

The hiring process may include an interview, practical evaluation, and assessment as part of the selectionprocess.

It is the responsibility of the applicant to supply qualifications licences and related experience relevant tothe qualifications outlined above for this job. On the basis of the criteria outlined, this posting is open to allapplicants.

The TownePlace Suites Hamilton is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our core values and corporate culture, the TownePlace Suites hotel is committed to equitable treatment to all with respect to barrier-freeemployment and accommodation without discrimination. Accommodation will be provided for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need,please contact the hiring manager as soon as possible to make appropriate arrangements.

This description excludes non-essential and marginal functions of the position hat are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list will be provided upon hiring and/or assigned by the associate during employment.

This document is subject to change, at the sole discretion of the company and in no way creates an employment contract; implied or otherwise. Each associate remains, at all times, an “at will” associate. TownePlace Suites by Marriott Hamilton is an equal opportunity employer. We believe in hiring adiverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At TownePlace Suites by Marriott Hamilton, we are committed to empowering guests to regaincontrol and enhance their well-being when they need it most while traveling, ensuring they can bethe best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s uniqueprogramming to life. We want our associates to embrace their own well-being practices both on andoff property. You are the ideal TownePlace Suites by Marriott candidate if you are passionate; youare active and take pride in how you maintain your well-being; you are optimistic; you areadventurous. Be where you can do your best work, begin your purpose, belong to an amazingglobal team, and become the best version of you.

Welcome to our Place, where every guest and team member feels at home.