Guest Services Agent

2 months ago

Hamilton, Canada TownePlace Suites by Marriott Hamilton Full time

**POSITION**:Guest Services Ambassador

**STATUS/LENGTH**: Part-Time

**HOURS OF WORK**:16 - 20 per week

**SUMMARY OF DUTIES**:
Reporting directly to the Guest Service Supervisor. With Sales administrative responsibilities that will be supervised by the Sales Manager, this position is responsible supporting all aspects of Guest Service Supervisor role and administration requirements of the Sales Manager. Duties include shift coverage, reports, guest check in/out, system management while ensuring uncompromised guest and client experiences. Ongoing liaison with hotel associates including sales, housekeeping and administration, this position will be a key member of the team.

**GENERAL DUTIES**:

- Assumes the day-to-day tasks within the department(s)
- Participates in multi-disciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations and the guest experience.
- Administration of reports and the activities and performance of the departments relative to specified benchmarks departments’ operations
- Provides information and/or reports to supervisors, managers, guests, associates and hotel brand related representatives.
- Participate in monthly team meetings.
- Ensures security of guests, fellow associates and hotel assets.
- Performs additional duties as requested by the Executive Team leaders to aid in better operation of the hotel and service to the guests.

**Qualifications**:

- Demonstrated knowledge of the practices and theories normally acquired in a related field or an equivalent combination of relevant education and relevant work experience.
- A thorough understanding of customer service
- Previous related experience - preferably in a hotel, hospitality, or tourism environment
- Proven knowledge of customer relations, guest services through extensive practical experience
- Effective communication, presentation, interpersonal and organizational skill
- Demonstrated ability to effectively work with a multi-disciplinary staff, in a result oriented and predominantly fast paced environment.
- Experience working with meeting, event and group influencers is a definite asset.
- Ability to interact effectively with guests, management, peers, staff and the general public.
- Thorough knowledge and understanding of policies, procedures, regulations, and by-laws affecting the department/division.
- Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)
- Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained
- Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts.
- Familiarity and working knowledge of local area, the City of Hamilton and the surrounding area is an asset.
- Handle reservations, check-in and check out of guests.
- Ensure the accuracy of housekeeping, maintenance, sales and department reports
- Ability to communicate effectively; written, verbal, phone and face to face meeting situations.
- Flexible - able to work weekends, evenings, and some holidays.
- Must have good cash handling skills.
- Marriott or hotel chain working experience is an asset however, extensive training will be provided.
- Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset.

**This job Is ideal for someone who is**:

- Outgoing, organized, and detail oriented.
- A hospitality professional with previous Marriott, Guest Service, or related hotel experience
- Dependable, reliable, and detail-oriented
- Demonstrates integrity, honesty, and delivery of high moral and ethical principles.
- People-oriented -- enjoys interacting with people and working on group projects.
- Adaptable/flexible -- enjoys work that requires change, new direction, can take on staff responsibilities and duties as needed.
- Goal-oriented -- enjoys a challenge, thrives on results.
- Independent - can work with little or no direction and well in a team environment.
- Thrives in a high-pressure environment.
- Ability to follow procedures required by the management, company, and brand specific standards.

**Health & Safety**:
The incumbent is required to work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton, corporate and departmental policies and procedures related to Occupational Health and Safety

**Terms**

Applicants must have a valid “G” driver’s license and/or dependable transportation to report to work

The hiring process may include an interview, practical evaluation, and assessment as part of the selection process.

It is the responsibility of the applicant to supply qualifications licences and related experience relevant to the qualifications outlined above for this job. On the basis of the criteria outlined, this posti

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