Guest Service Specialist

5 months ago

Ottawa, Canada Hilton Garden Inn and Homewood Suites,Ottawa downtown Full time

**Join Us Today**

The Hilton Garden Inn and Homewood Suites by Hilton Ottawa Downtown, conveniently situated in downtown Ottawa, is steps from Parliament Hill with LRT transportation at the hotel’s front door for easy access to many points of interest including festival venues. The hotel features 171 extended-stay guest rooms under the Homewood Suites by Hilton banner and 175 units providing short-stay accommodations under the Hilton Garden Inn banner. We have a total of 4,500 square feet of conference space, Tulip Restaurant and Bar, pool and fitness facility.

**Must be able to work weekday, evenings and weekends.

**Key Objective of Position**

**Duties and Responsibilities**

**Skills**:

- Excellent time management & organizational skills
- Excellent communication skills
- Strong problem solving skills
- Previous experience an asset
- Computer skills an asset
- Knowledge of Ottawa & area

**Qualities**:

- Professional in appearance and demeanor
- Dedicated to Customer Service
- Committed to quality
- Patient and tolerant
- Reliable
- Friendly and engaging
- Outgoing personality
- Non Judgmental and unbiased

**Job Duties**:

- Provide outstanding customer service to our guests
- Communicate with team members across all departments
- Be up-to-date with all hotel communication
- Check guests in and out of the hotel
- Perform Switchboard duties
- Create, modify, and cancel hotel reservations
- Handle and balance financial transactions (cash, credit, debit, vouchers, etc...)
- Maintain guest records
- Be familiar with all room types and rates
- Resolve guest complaints and inquiries
- Respond to emergency situations
- Represent the hotel in a positive & professional manner
- Direct guests to events taking place in the hotel and within the city
- Keep lobby and back office clean, uncluttered, and organized
- Document guest complaints & emergency situations and communicate with management
- Recommend hotel products and services to guests
- Assist with guest luggage and storage when required
- Be aware of all emergency procedures
- Perform administrative duties (photocopying, scanning, faxing, etc...)
- Perform other duties assigned by the Front Office Manager
- **Work Requirements**:

- Unrestricted hours
- Able to continuously stand, bend, and lift
- Dress in complete uniform
- Be on duty at the start of your shift
- Attend Department meetings
- Participate in training as required
- Follow all policies and procedures set forth by Hilton
- Able to work quickly and efficiently
- Repetitive computer use
- Follow all hotel and department standards as set forth by Hilton

**Minimum Qualifications**:

- Bilingual
- Customer service experience
- Able to handle customer complaints in a professional & courteous manner
- Previous Front Desk experience is an asset
- Hospitality Management education an asset
- Working knowledge of computers
- Minimum Grade Twelve
- Minimum 19 years of age

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

Pay: $22.50 per hour

**Benefits**:

- Discounted or free food
- Wellness program

Schedule:

- 8 hour shift
- Holidays
- Weekends as needed

Work Location: In person

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