Guest Services Agent

An exciting opportunity exists within the Ottawa Embassy Hotel and Suites for a Guest Services Agent that allows for growth and development.

Job Duties and Responsibilities

• Responds to telephone inquiries, giving out information, taking reservations and responding to requests for items such as wake up calls or extra pillows.
• Liaises with guests to resolve problems and ensure guest satisfaction.
• Provides assistance to guests.
• Greet guests with a welcoming smile and friendly demeanor
• Perform all guest check-in and check-out procedures, including groups and tours
• Obtain or confirm guest information, assign rooms, activate and distribute keys, etc.
• Collect payment for room charges and other fees and post them accurately to guests accounts
• Handling cash payments
• Answer phones and direct calls to appropriate personnel
• Check and send emails
• Make and confirm reservations
• Maintain a clean and tidy work space at all times
• Inform guests of hotel amenities and offerings
• Be informed and up-to-date on all types of room accommodation and availability
• Provide local information on restaurants, special sites, activities, etc.
• Resolve customer complaints and problems calmly and effectively
• Notify management of any serious issues that you cannot resolve
• Store luggage and valuables as needed
• Accurately communicate with other shifts regarding issues arising from day to day operations
• Maintain a friendly, personable disposition

• Verifies rates charged to guests to ensure that correct room rates are charged.
• Prints registration cards.
• Reviews City Ledger accounts to ensure that both the guest and the company are billed completely and accurately.
• Completes bucket checks to ensure check ins and check outs are filed properly.
• Completes a rate check to ensure that guests are billed accurately.

General Tasks

• The ideal candidate will possess a commitment to delivering superior customer service, a flair for detail, excellent communication skills, the ability to handle multiple tasks and work in a fast-paced environment.
• To operate the Front Desk in a manner to meet and exceed the expectations of arriving and departing guests.
• To perform and complete tasks consistent with standard operating procedures.
• To oversee the safety and security of guests and associates while maximizing the integrity of company assets.
• Previous hotel guest service experience is a definite asset along with multiple languages.
• Proven computer knowledge specializing in Word, Excel, and Five Star considered an asset.

Requirements and Qualifications

• High school diploma or equivalent preferred
• Proficient in English (oral and written)
• Proficient in French is a plus
• Previous experience in front Desk, night audit, customer service and/or hospitality industry preferred
• Experience using hotel booking software a plus
• Personable and outgoing when dealing with guests
• Professional phone demeanor
• Excellent customer service skills
• Ability to maintain calm, polite, and patient in stressful situations
• Organized and detail-oriented
• Ability to connect with guests and consistently give them a positive customer experience
• Ability to work all shifts including weekends, and holidays

Job Types: Full-time, Part-time, Permanent

Salary: From $20.75 per hour

Expected hours: 24 – 40 per week

Benefits:

• Discounted or free food
• On-site gym
• On-site parking

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Holidays
• Morning shift
• Night shift
• On call
• Weekends as needed

Supplemental pay types:

• Overtime pay

Experience:

• Hospitality: 2 years (required)

Language:

• French (preferred)

Work Location: In person