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. _*CANDIDATE PROFILE:*_ *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. _*ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:*_ *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