Guest Service Agent

GUEST SERVICES AGENT

REPORTS TO: Guest Services Manager

BE PART OF MARRIOTT OTTAWA’S FUTURE

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.

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, 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.

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:

• Act as a guest experience expert and deliver a wide range of services that guide guests through their stay.
• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Facilitate daily hotel operations including check daily event sheet, updating bulletin boards and be up-to-date with all changes, new procedures and events.
• Become an expert on room rates, packages, discounts, local amenities, features and other services offered by the hotel.
• Operate MARSHA, PMS and GXP, take same day reservations and know how to enter a reservation in MARSHA.
• Perform guest registration and room assignment and accommodate special requests of all guests.
• Share and Be knowledgeable about Marriott Bonvoy and other frequent traveler programs.
• Ensure the cleanliness of the front desk and back-office area at all times.
• Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures.
• Assist fellow Hosts in their jobs to ensure that all jobs are done on time.
• Have knowledge about all emergency procedures and know how to act on them.
• Bank out at the end of the shift by strictly following the blind drop procedures.
• Report any unusual occurrences or requests to the Manager.
• At all times strive to represent Marriott in the most professional manner.
• Practice safety awareness and maintain safety by adhering to safety policies.
• Be compliant with all Hotel Emergency Procedures.
• Other reasonable duties as required.

JOB SPECIFICATIONS:

Education/Experience

• Previous experience as a Guest Service Agent or similar environment.
• Previous customer service experience required.
• Certificate or Diploma in Hotel Management preferred.

Skills

• Excellent communication skills in both official languages required.
• Superior service excellence skills to exceed guest expectations.
• Competent in handling cash and credit card transactions.
• Strong knowledge of computers and data base software programs.
• Able to handle conflict situations in a professional manner.
• Able to work a flexible schedule (weekdays, evening, weekends and holidays).
• Strong attention to detail.
• Proven team player.
• Able to deal with the public in a professional and courteous manner.
• Must be available to work weekends.

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada.

What we offer

• Positive respectful culture
• Marriott Worldwide Travel perks and benefits
• Duty Meal & Food and Beverage Discounts
• Rewards and Recognition
• Growth Opportunities
• Chance to work with some amazing people!

InnVest Hotels is an inclusive employer. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Types: Full-time, Permanent

Benefits:

• Employee assistance program

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift

Ability to commute/relocate:

• Ottawa, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Have you been employed by InnVest Hotels before? If yes, when was that and at what location?
• How many years of luxury, hotel or guest services experience do you have?
• What hours are you available for work?

Experience:

• Customer service: 1 year (preferred)

Language:

• English and French (preferred)

Work Location: In person