Senior Bilingual Guest Services Agent (Full-Time)

AccorHotel; Ottawa; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading global hospitality company is seeking a dedicated Guest Service Manager for their Ottawa location. The ideal candidate will have a minimum of 2 years of guest services experience, be fluent in both French and English, and possess strong leadership abilities. Responsibilities include providing outstanding service, resolving guest complaints, and ensuring effective training. This is a full-time position that offers an opportunity to grow within a vibrant hospitality environment.

Qualifications

• Minimum 2 years of Guest Services experience.
• Fluent in both official languages (French & English).
• Ability to type 40 words per minute.

Responsibilities

• Provide outstanding service to our internal and external guests.
• Member of the Guest Service Manager and Night Manager schedule.
• Resolve guest complaints and ensure guest needs are exceeded.
• Train both at hire and ongoing through daily service audits.

Skills

Guest Services experience

Leadership or supervisory experience

Fluent in French and English

Excellent verbal and written skills

Detail-oriented

Computer literate

Tools

Opera

Word

Excel

Job description

Overview

Reporting to the Front Office Leadership Team responsibilities and essential job functions include but are not limited to the following :

Responsibilities

• Provide outstanding service to our internal and external guests
• Member of the Guest Service Manager and Night Manager schedule replacing the GSM in their duties and including 2 overnight Manager shifts a week
• Resolving guest complaints and ensuring the guests needs are exceeded
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
• Responsible for preparing for the arrival of new colleagues to the department
• Responsible for training both at time of hire and on an on-going basis through the use of the JTCL daily service audits and monitoring of Fairmont standards and LQA audits
• Ensure all department training materials and Standard Operation Procedures are maintained and updated in all areas
• As colleague ALL Champion ensures our ALL reservations are in order and members expectations are met
• Provide leadership and support to Guest Service Agents
• Assist with check-ins and check-outs of individuals and groups
• Maintain knowledge of hotel rooms and room categories
• Ensures the safety and well-being of our guests and co-workers by having a working knowledge of operating procedures of the Front Desk
• Maintain a safe and hazard free working environment
• Key member of Crisis & Emergency team
• Assist Leadership in performing daily duties
• Act as an ambassador of Fairmont Château Laurier

Qualifications

• Minimum 2 years of Guest Services experience
• Previous leadership or supervisory experience an asset
• Fluent in both official languages (French & English)
• Excellent verbal and written skills highly organized active listener self-starter able to make decisions and take initiative
• Positive and pleasant attitude enthusiastic able to work independently yet strong team player detail oriented
• Must be able to work in a very busy environment
• Ability to type 40 words per minute
• Flexibility in availability based on business volumes and on-going training needs
• Proven ability to make decisions and resolve challenges
• Computer literate with exposure to Opera (Property Manager) Word and Excel preferable

Additional Information

Physical Aspects of Position (included but not limited to) :

• Standing during entire shift

Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations please notify us.

Our commitment to Diversity & Inclusion :

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Why work for Accor

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit what you love care for the world dare to challenge the status quo! #BELIMITLESS

Remote Work : No

Employment Type : Full-time

Key Skills

Abinitio,Administration And Accounting,Android,Bid Management,Inventory Management,Embedded C

Experience : years

Vacancy : 1