Guest Service Representative

3 weeks ago

Kingston, Canada The Delta by Marriott Kingston Waterfront Hotel Full time

As a Guest Services Representative, you are the first point of contact to our guests as they arrive to stay with us from their home away from home
This highly visible role gives the opportunity for casual conversation and has a direct impact in our guests’ experience as you check guests in and out, answer their inquiries, highlight the features of the property and area, as well as ensuring they have a comfortable stay in a friendly, efficient and professional manner.

**BENEFITS OF WORKING FOR THE COMPANY**:

- Hotel discounts all over the world for you and your family/friends
- Group insurance benefits for all full-time employees
- Employee events throughout the year
- Access to discounted Kingston Frontenacs Hockey tickets
- Being part of a company who values diversity and inclusion
- Growth & development opportunities

**DUTIES & RESPONSIBILITIES**:

- Greet and welcome guests upon arrival
- Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.
- Check guests into the hotel in a prompt and courteous manner using upselling techniques to maximize room rates; prepare for group room arrangements and VIP arrivals; become informed of events/ functions in the hotel during the shift.
- Report any unusual occurrences or requests to your Supervisors and Manager and log into MOD book.
- Checks guests out of the hotel; processes customer payments according to established policies and procedures.
- Provide hotel information such as room types, rates and packages for reservation inquires and creating reservations for guests accurately.
- Respond to guest requests promptly; promote, facilities and outlets; provides guests with information such as local attractions and directions to increase satisfaction.
- Resolves guest complaints to the satisfaction of the customer; inform Manager/Supervisor of major problems, complaints, disturbances, or unhappy guests.
- Obtain a professional image at all times through appearance and proper uniform.
- Communicate effectively with all departments to ensure a positive guest experience as well as to ensure the safety of staff and guests.
- Comply with all hotel loyalty programs.
- Perform any other tasks as required
- **The above areas of responsibility are not all inclusive and may be amended from time to time**_

**KEY PERFORMANCE INDICATORS**:

- Adherence to Marriott Brand Standards
- Ability to create strong customer relations with guests
- Ability to prioritize work while promptly acknowledging guest at initial check-in
- Knowledge of hotel floor plan, services and amenities, room types, selling features
- Basic knowledge of AquaTerra, not necessarily food information, but features such as: Hours of operation, Specials/features of the day, Reservation information, Referring guests, etc

**CORE COMPETENCIES**:

- Communication: Provides and encourages the expression of diverse ideas and opinions, actively listens to others, works to resolve differences, and maintain work relationships.
- Teamwork: Actively participates in the work of the team by taking on different roles and responsibilities; encouraging efforts and contributions of others. Ensures that the tasks are completed through fair and reasonable sharing of responsibilities and opportunities for participation.
- Adaptability: Having flexibility in handing change, being able to juggle multiple demands, and adapting to new situations with new ideas and innovative approaches
- Customer Service Focused: Establishes and maintains relationships with guests by listening and gaining their trust and is dedicated to exceeding customers expectations and requirements.
- Self-Management: Ability to regulate and control their emotions, thoughts, and behaviours, and having the ability to set goals independently and the initiative to achieve them.

**QUALIFICATIONS & JOB SPECIFICATIONS**:

- Completion of secondary school diploma (Grade 12) or equivalent
- Minimum 1 year of customer service experience
- Previous Front Desk experience preferred
- Must be computer literate
- Ability to speak French is an asset
- Must possess an outstanding level of customer service, be punctual, and well-organized
- Must have excellent organizational skills and attention to detail
- Must be a team player and have excellent communication skills
- Must possess the ability to communicate effectively within a diverse team environment
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests
- Must be flexible to work morning, afternoon, or evening shifts as well as weekends and holidays

**PHYSICAL DEMANDS**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to perform duties while s

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