Guest Services Representative

5 days ago

Ottawa, Ontario, Canada Silver Hotel Group Full time
Job Title: Guest Services Agent

We are seeking a highly motivated and customer-focused Guest Services Agent to join our team at Fairfield Inn & Suites by Marriott Ottawa Kanata.

About the Role:

The primary responsibility of the Guest Services Agent is to provide exceptional service to our hotel guests, ensuring a positive first and last impression. This includes handling guest check-ins and check-outs, resolving customer complaints, and providing information on hotel services and local attractions.

Key Responsibilities:
  • Maintain a warm and friendly demeanor at all times with guests and team members;
  • Comply with all company standards and brand standards;
  • Interact with all guests during check-in and check-out procedures;
  • Create and cancel reservations as required;
  • Greet all incoming and outgoing calls in a professional and timely manner;
  • Review logbook and emails daily and complete all tasks on the checklist;
  • Maintain proper operation of Front Desk telephones and be familiar with daily sell rates;
  • Balance and prepare individual paperwork for closing of shift with hotel standards;
  • Work closely and maintain proper communication with all hotel departments;
  • Handle guest registration and room assignments, accommodating special requests whenever possible;
  • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies;
  • Resolve customer complaints and assist customers in all inquiries in connection with hotel services;
  • Perform other duties assigned by the Supervisor or department manager.
Requirements:
  • Customer Service experience, preferably in a Hotel Front Desk position;
  • Excellent written and verbal communication skills;
  • Computer literate in Word and Excel;
  • Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
  • A self-motivated individual with the ability to problem solve and complete projects in a timely manner;
  • Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
  • Available to work days, evenings, weekends, and/or holidays as required;
  • Must be legally authorized to work in Canada.
About Us:

Silver Hotel Group is a family-owned Canadian hotel investment, development, and management company. Our culture is fundamental to our success, and we strive to exhibit passion, creativity, and fun every day. We are committed to delivering exceptional experiences by living our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition.

We believe in outstanding hospitality and take seriously our obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants.

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