Guest Service Agent

As a

Guest Service Agent
at AC Hotels by Marriott, 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 ideal candidate must be available for a flexible schedule, Monday through Sunday.
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CANDIDATE PROFILE
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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.
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ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
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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.
Pay: From $23.99 per hour
Benefits:
• Company events
• Dental care
• Discounted or free food
• Employee assistance program
• Paid time off
• Store discount
• Wellness program
Experience:
• Hotel: 1 year (preferred)
Location:
• Ottawa, ON