Guest Service Agent

2 days ago

Ottawa, Canada InnVest Hotels-Ottawa Marriott Hotel Full time

GUEST SERVICES AGENT (Part-time)

REPORTS TO: FRONT OFFICE MANAGER

**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 that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

**YOU’RE A GREAT FIT IF YOU**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Have the ability to “Respond to Cues”.
- Thrive on “Creating “Personal Connections”.
- Can “Make it Brilliant”.

**JOB DESCRIPTION**:

- Report to work on time, in proper and clean uniform, including nametag. Personal appearance and grooming must conform to standard.
- Handle all duties according to hotel policies, procedures, internal rules and standards.
- Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up-to-date with all changes, new procedures and events.
- Get a daily briefing about extraordinary events to effectively deal with all foreseen situations on a daily basis.
- Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
- Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
- Follow all cash handling and banking procedures to check out all customers efficiently.

Carry out all reasonable requests by management that the Host is capable of performing.
- 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.
- Be knowledgeable about Marriott Bonvoy and other frequent traveler programs.
- Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings).
- Handle mail and messages properly and on a confidential basis.
- Know how to handle safe deposit boxes.
- Ensure the cleanliness of the front desk and back-office area at all times. Utilize spare time for cleaning. Keep computer equipment clean 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.
- Be flexible in regard to work schedule.
- Use your PMS password with discretion; log off the terminal when leaving the area.
- Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
- Ensure proper credit when checking out guests and provide the guests with a $0 balance invoice.
- Handle late charges according to the procedure.
- Bank out at the end of the shift by strictly following the blind drop procedures. The Front Desk Manager will always verify the shift closing and enter the drop in the system.
- Report any unusual occurrences or requests to the Manager.
- At all times strive to represent Marriott in the most professional and brilliant manner.
- Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers.
- Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
- Practice safety awareness. Maintain safety by adhering to safety policies, and be responsible to report accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and congested areas. Ensure that proper safety instructions are given be

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