At your service (AYS) Attendant - Telephone Operator

AT YOUR SERVICE (AYS) ATTENDANT

REPORTS TO: Guest Services Manager

BE PART OF OTTAWA’S TOP HOSPITALITY TEAM

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels.

Located one block south of Parliament in the heart of the Nation’s Capital, Marriott Ottawa has been a long-time icon of hospitality for our Guests. With 489 Guestrooms, 36000 sqft of Event space, a 26th-floor Concierge Lounge, SPIN Kitchen & Bar, and a Starbucks, crowned by our rotating rooftop Summit venue, we are the tallest hotel in the City and second-largest hotel overall.

Marriott Ottawa is preparing to begin a transformative, top-to-bottom renovation of all guestrooms, event space, restaurants and public areas, commencing in 2024, positioning the hotel to continue its storied legacy of hospitality excellence.

Be where you can do your best work, Begin your purpose, Belong to an amazing global team, and Become the best version of you.

YOU’RE A GREAT FIT IF:

• Flourish in a fast-paced environment with multiple priorities.
• Can see the big picture and act proactively with a solution-focused mindset.
• Are Caring
• Are a Storyteller
• Are Extraordinary
• Are Open Minded
• Demonstrate Wonderful Hospitality. Always!.

YOUR RESPONSIBILITIES MAY INCLUDE:

• The duties and responsibilities for the At Your Service (AYS) Attendant include, but are not limited to the following:
• Use active listening skills, appropriate words, and tone of voice to create positive interactions that create lasting impressions within three rings.
• AYS agent to use following script when answering call - Good morning / good afternoon / good evening Mr. / Mrs. White, this is (your name), At your service, how may I help you? When forwarding the call transition with “My Pleasure”
• Before transferring a call, explain to the customer that you will transfer to the requested phone and await the customer's reply before transferring a call.
• Warm and sincere closing offered, and appreciation demonstrated - End the call in a professional yet friendly manner, remembering to thank the guest for their call / business.
• Empower GXP - Inputting Case – guest preference in system 100% of the time Use Empower-GXP to input cases and guest preference.
• Check VIP and Marriott Bonvoy lists to - ensure recognition of a VIP and/or Marriott Bonvoy status when he/she calls room service.
• Be fully knowledgeable of Room Service menu and how items are prepared. Have up-to-date information and knowledge of all menus in all the outlets and about different services offered throughout the hotel. Direct inquiries to the correct department.
• Be knowledgeable about alcoholic beverages and wines and sell wines to complement meals.
• Be courteous to the guest and accommodate any request for items not listed on the room service menu, if possible.
• Write down the orders clearly and legibly on the cheque and then post the cheque on the POS by following the prescribed method of operation. Make sure the cheque is then passed on to the server and kitchen as soon as appropriate, so order is prepared on time.
• The room service order is taken and inputted accurately into Micro’s 100% of the time

Always ensure accuracy and the following must be included:

• Estimated delivery time quoted to guest (not required for pick up orders)
• Complete order repeated back to the guest including any special requests, dietary restrictions, condiments, # of guests or modifiers mentioned by the guest.
• Follow up on all orders with servers to ensure that each order is going on time.
• Maintain the tray pick up sheet in conjunction with rotation chart for servers.
• The overall experience met guest expectations and was free of negative detractors
• Make sure the guest is left satisfied with the experience and is not left with any questions, concerns or wondering if their order was taken accurately.
• Check back with every guest regarding satisfaction of every meal.
• Ensure that all accounting procedures for room service are complete.
• Charge guests immediately according to LSOPs.
• Work with reception and room service attendant to ensure accurate, prompt delivery of guest amenities and packages.
• Be knowledgeable of local area, local attractions, entertainment, and landmarks.
• Be knowledgeable of hotel room types, layouts, and features.
• Prepare the wake-up list accurately. The list has to contain the name, room number, wake-up time and language.
• Understand how to program wake-up calls in the system.
• Use an accurate rooming list for group wake-up calls.
• Keep the office clean at all times and make sure that enough supplies are available.
• Update the visual board daily and be informed about memos and daily operations.
• Be familiar with all SOPs and LSOPs.
• Be completely familiar with all emergency procedures and the fire system.
• Update and maintain the Guest Response System.
• Carry out all reasonable requests by management.
• Inform your supervisor of complaints and other challenges.
• Attend departmental meetings.
• Being alert and attentive at all times to respond to any internal emergency including 911 calls, guest emergencies and fire alarms at all times
• Be compliant with all Hotel Emergency Procedures.
• Practice safety awareness. Maintain safety by adhering to stated safety policies, responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and in congested areas. Ensure that proper safety instruction is given before operating any equipment.

COMPETENCIES WE ARE SEEKING:
Education/Experience:

• Previous guest services experience (Front Office/Concierge) in a hotel or similar environment preferred.
• Previous customer service experience required.
• Certificate or Diploma in Hotel Management preferred

Complexity/Analysis:

• Knowledgeable about telephone equipment.
• Bilingualism required (in French & English).
• Must be available to work variable shifts (evenings, weekends and holidays).
• Must be able to work in a fast-paced environment.
• A team player with a genuine desire to please our guests.
• Superior service excellence skills to exceed guests’ expectations.
• Excellent communication and organizational skills.
• Able to work independently and take initiative.
• Must have legible writing.
• Must possess an outgoing personality.
• Clear speaking, excellent phone etiquette.

We appreciate all applications, however only those applicants selected for an interview will be contacted.

Job Types: Part-time, Permanent

Salary: From $25.00 per hour

Benefits:

• Employee assistance program

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Application question(s):

• Are you legally eligible to work in Canada?
• Have you been employed by InnVest Hotels before? If yes, when was that and at what location?
• What is your availability?

Experience:

• Hotel: 1 year (preferred)

Language:

• Fluent English and French (preferred)

Work Location: In person