Guest Service Agent

**GUEST SERVICES AGENT** **REPORTS TO**:Guest Services Manager **BE PART OF MARRIOTT OTTAWA’S FUTURE** Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. Located one block south of Parliament in the heart of the Nation’s Capital, Marriott Ottawa has been a long-time icon of hospitality for our Guests. With 489 Guestrooms, 36000 sqft of Event space, a 26th-floor Concierge Lounge, SPIN Kitchen & Bar, and a Starbucks, crowned by our rotating rooftop Summit venue, we are the tallest hotel in the City and second-largest hotel overall. Marriott Ottawa is preparing to begin a transformative, top-to-bottom renovation of all guestrooms, event space, restaurants and public areas, commencing in 2024, positioning the hotel to continue its storied legacy of hospitality excellence. Be where you can do your best work, Begin your purpose, Belong to an amazing global team, and Become the best version of you. **YOU’RE A GREAT FIT IF**: - Flourish in a fast-paced environment with multiple priorities. - Can see the big picture and act proactively with a solution-focused mindset. - Are Caring - Are a Storyteller - Are Extraordinary - Are Open Minded - Demonstrate Wonderful Hospitality. Always. **YOUR RESPONSIBILITIES MAY INCLUDE**: - Act as a guest experience expert and deliver a wide range of services that guide guests through their stay. - Welcome and acknowledge guests according to company standards anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. - Handle all duties according to hotel policies, procedures, internal rules and standards. - Facilitate daily hotel operations including check daily event sheet, updating bulletin boards and be up-to-date with all changes, new procedures and events. - Be well versed on daily events and situations that could impact the guest experience. - Become an expert on room rates, packages, discounts, local amenities, features and other services offered by the hotel. - 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. - Share and Be knowledgeable about Marriott Bonvoy and other frequent traveler programs. - Answer, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction - 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. - 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. - 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 before operating any equipment. - Be compliant with all Hotel Emergency Procedures. - Other reasonable duties as required. **JOB SPECIFICATIONS**: - **Education/Experience**_ - Previous experience as a Guest Service Agent or similar environment. - Previous customer service experience required. - Certificate or Diploma in Hotel Management preferred. - **Skills**_ - Excellent communication skills in both official languages required. - Superior service excellence skills to exceed guest expectations. - Competent in handling cash and credit card transactions. - Strong knowledge of computers and data base software programs. - Able to handle conflict situations in a professional manner. - Able to communicate with all managers and supervisors and fellow Hosts. - Able to work a flexible schedule (weekdays, evening, weekends and holidays). - Able to work in a dynamic and fast paced environment. - Strong attention to detail. - Proven team player. - Able to deal with the public in a professional and courteous manner. - Must be available to