Guest Services Agent

1 week ago

Halifax, Canada The Westin Nova Scotian Full time

As a **Guest Services Agent**, you will be the first and last point of contact for our guests—playing a pivotal role in shaping their overall experience. Whether you're greeting a family on vacation, checking in a business traveler, or assisting someone with a personal request, your warm hospitality and attention to detail will set the tone for their stay.

This is a fast-paced, highly interactive position where your energy, communication skills, and problem-solving abilities will shine. We’re looking for someone with a genuine passion for hospitality and a desire to create memorable guest experiences. As a **Guest Services Agent** you will:

- **Create Memorable First Impressions** - Greet every guest with genuine warmth and enthusiasm, whether in person or over the phone. Your positive energy and friendly demeanor will set the tone for a welcoming experience from the moment they arrive.
- **Leave a Lasting Impact** - During check-out, engage guests in conversation about their stay. Show authentic care and attentiveness—encouraging feedback and ensuring any concerns are addressed. Your goal is to make every guest feel heard, valued, and appreciated.
- **Be a Go-To Problem Solver** - Whether it's assisting with luggage, providing directions, recommending local dining spots, or resolving unexpected issues like a maintenance concern, your resourcefulness and willingness to help will make a lasting impression. No request is too small when it comes to guest satisfaction.
- **Demonstrate Accuracy & Accountability** - Process payments, manage calls, handle guest messages, and perform various front desk tasks with precision and efficiency. You are a trusted point of contact, and your attention to detail ensures smooth operations.
- **Promote Safety & Security** - Follow all established hotel safety and security protocols. Be proactive in identifying potential issues, and notify management when necessary to help maintain a safe environment for guests and team members alike.

**Job Requirements**
- Prior hotel front desk experience required
- Proficiency in Marriott front office systems an asset
- Strong customer service and interpersonal skills
- Excellent verbal and written communication in English
- Accurate cash handling and payment processing
- Ability to multitask in a fast-paced environment
- Flexible availability, including weekends and holidays
- High school diploma or equivalent required

**Additional Job Duties**
- Check guests in and out efficiently and accurately while following all brand and property standards
- Maintain complete knowledge of hotel features, amenities, services, and local area information to assist guests
- Answer and manage phone calls promptly and professionally, transferring calls and taking accurate messages
- Handle guest requests, reservations, wake-up calls, and other inquiries with urgency and care
- Keep the front desk area clean, organized, and stocked with necessary materials
- Collaborate with housekeeping and maintenance teams to meet guest needs quickly and efficiently
- Uphold privacy and security standards for guests and their personal information
- Report any safety concerns or incidents to management promptly
- Other duties as required

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