Overnight Front Desk Agent

Marriott-International; Whistler Village; On-site; CAD 38,000 - 58,000; Full time

Benefits offered by this job

Team spirit

Development opportunities

Rewards program

Staff accommodation

Discounted stays

Staff meal

Wellness allowance

Job summary

Marriott International's Westin property in Whistler is seeking an Overnight Service Express Agent to assist guests with check-ins/check-outs, answer phones, respond to inquiries, provide In Room Dining options, and process orders. The role emphasizes guest satisfaction, upselling opportunities, and collaboration with various hotel departments.

The position demands a warm, team-first attitude, strong communication, and the ability to stand for long shifts.

Qualifications

• Minimum of two years' experience in a customer service environment.
• Previous experience in a similar role at a comparable property.
• Strong communication, verbal and written, with empathy.
• Detailed knowledge of Whistler area and services.

Responsibilities

• Check in and out efficiently while following Westin standards.
• Upsell rooms and promote outlets on the property.
• Provide concierge services when concierge is unavailable.
• Explain services and packages available within the hotel.
• Balance end-of-shift audits and maintain accurate charges.
• Handle calls and transfer to appropriate departments to increase satisfaction.
• Maintain knowledge of In Room Dining menu and procedures.
• Follow safety and health regulations.

Skills

Communication skills

Relationship building

Computer literacy

Whistler knowledge

Customer service

Property experience

Tools

Microsoft Office

Galaxy

Lightspeed

Job description

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service, and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

Schedule : Overnight

The Impact You’ll Make:

Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company. The Overnight Service Express Agent is responsible to assist guest with check-ins and check-outs, to answer the telephones, respond to guest inquiries, provide In Room Dining options, and take In Room Dining orders.

The Wellness you Deserve:

• We’ll support you in and out of the workplace by offering:
• Team-spirited coworkers & encouraging management
• Learning and development opportunities
• Reward and Recognition Programs
• Staff Accommodation (based on availability)
• Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
• Complimentary Staff Meal
• Summer & Winter Wellness package up to $2000/yr

What we are looking for:

• A warm, people-oriented demeanor
• A team-first attitude
• Inspired to help and interact with others

Position Requirements:

• Provide prompt and efficient check in and out while adhering to Westin standards
• Upsell rooms and suggest the use of outlets on the property
• Solicit qualified new members for the Marriott Bonvoy preferred guest program
• Provide various concierge services when concierge is unavailable
• Explain services and packages available within the hotel
• Follow basic accounting principles: collect, post, verify and be able to explain all charges on a guest’s room account
• Process express check outs and delayed charges
• Control security measures by observing and reporting any unusual activities and potential problems
• Conduct business center activities such as photocopying, faxing, printing and occasional admin duties
• Handle all telephone calls while maintaining Westin’s operating procedures
• Utilize knowledge of other departments to transfer calls efficiently and effectively to increase sales and customer satisfaction
• Troubleshoot deficiencies and assign maintenance tasks as needed
• Assign guest request to appropriate associate/department
• Maintain knowledge of In Room Dining menu and procedure and adhere to these procedures
• Balance personal audit at the end of each shift
• Follow basic accounting principles including all credit procedures
• Use Microsoft Office, Galaxy and Lightspeed
• Comply with WRS’s Occupational Health and Safety Program and the Regulations of WorkSafeBC
• Report any unsafe conditions, practices or injuries to their supervisor as soon as possible
• Set a good safety example
• You may be required to stand for an 8 hour shift
• Occasional physical labour will be required to carry boxes of paper and other stock
• Requires manual dexterity to use and operate all necessary equipment
• All other duties as assigned
• Ability to provide a satisfactory criminal record check

Skills & Experience:

• Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
• Must be able to build and maintain credibility and relationships with customers (internal and external)
• Ability to access, input, analyze and retrieve information from computers
• Detailed knowledge of Whistler area and available services
• Minimum of two years' experience in a customer service environment
• Previous experience in a similar role in a similar size/type of property

Health & Safety:

Health & Safety is at our core!

• Safety orientations to ensure you feel safe at work
• Proud to be COR certified – an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
• Monthly safety committee meetings

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws