Guest Service Agent

RIMAP Hospitality, an innovative hotel management company founded in 2007, has quickly established itself as Montreal's largest hotel operator, managing internationally recognized brands such as Marriott, Hilton and IHG.

AC Hotels by Marriott celebrates the beauty of classic modern design with a European soul and Spanish roots, inspired by the ambitious spirit of renowned hotelier Antonio Catalan. The brand offers turnkey customization, focussing on the design of rooms and public spaces. With flexible open spaces, focused design, signature moments, and no unnecessary extras, AC Hotels aloe guests to maximize their stay with style and intention.

RIMAP Hospitality proudly opened the first AC Hotels Marriott in Canada with the AC Hotels Marriott MONTREAL DOWNTOWN. Following this success, RIMAP is set to open its second AC Hotels by Marriott in Ottawa Downtown in 2025.

REFERENCE #:

POSITION TITLE
: Guest Service Agent

DEPARTMENT:
Front Office

LOCATION:
Ottawa, ON

SCHEDULE:
Regular Status

LOCATED REMOTELY:
No

POSITION TYPE:
Non-Management – Hourly Unionized

BONUS:
Not Eligible

BENEFITS:
Health & Dental Care | Paid Vacation | Marriott Discounts

REPORTS TO:
Front Office Manager

GENERAL SUMMARY:

As a
Guest Service Agent
at AC Hotels by Marriott, you will be the first point of contact for guests, delivering a seamless, sophisticated, and welcoming experience that aligns with AC Hotels' European-inspired hospitality. You will handle check-ins, check-outs, guest inquiries, and reservations while ensuring exceptional service at all times. Your role is crucial in creating a refined and effortless guest experience.

CANDIDATE PROFILE:

Education and Experience

• High school graduation or equivalent required.

• Previous experience in front desk, customer service, or hospitality is an asset.

• Knowledge of hotel reservation systems (e.g., Opera, Fosse, Marriott GXP) is preferred.

• Strong problem-solving skills and attention to detail.

• Ability to work independently and collaboratively in a fast-paced environment.

Preferred:

• Ability and willingness to work flexible shifts, including weekends, holidays, and overnight shifts.

• Bilingual capabilities (English and French) are an asset.

• Excellent interpersonal and communication skills.

• Capability to communicate in both English and French

• A guest-focused mindset with a passion for delivering exceptional service.

Physical Requirements:

• Ability to stand and walk for extended periods, up to 8 hours per shift.

• Ability to lift and carry up to 25 lbs as needed.

• Requires writing, standing, sitting, walking, repetitive motions, listening, and visual acuity.

• Manual dexterity to operate front desk and office equipment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Guest Service & Operations:

• Welcome guests with warmth and professionalism, ensuring a smooth check-in and check-out process.

• Employ the LEARN approach towards resolving guests concerns to their satisfaction.

• Provide detailed information about hotel amenities, local attractions, and services.

• Handle guest requests and concerns promptly, ensuring satisfaction and resolution of issues.

• Assist guests with transportation arrangements, reservations, and special requests.

Front Desk & Reservations Management:

• Process room reservations, modifications, and cancellations efficiently.

• Follow the department checklist to ensure tasks are completed effectively.

• Maintain accurate guest records, ensuring correct billing and payment processing.

• Follow Marriott brand standards for front office operations and guest interactions.

Safety & Security:

• Ensure compliance with hotel security protocols, including room key control and guest privacy policies.

• Monitor the lobby and front desk area, reporting any safety or security concerns.

• Respond to emergency situations and coordinate with the appropriate departments as needed.

Administrative Support:

• Handle phone calls, emails, and guest inquiries with professionalism.

• Maintain a well-organized front desk area, ensuring all supplies and materials are stocked.

• Assist with night audit duties when required.

Safety and Compliance:

• Adhere to all health, safety and sanitation regulations.

• Follow hotel policies and procedures, ensuring the highest standards of cleanliness and hygiene.

Team Collaboration:

• Work closely with housekeeping, maintenance, and food & beverage teams to enhance the guest experience.

• Participate in daily team briefings to stay informed of hotel updates and guest preferences.

• Support other departments as needed to ensure smooth hotel operations.

• Practice the AC Brand Elevation mantras in your daily delivery approach with guests and AC family members.

• Actively participate in the daily affirmations stand-up meeting and apply key takeaways to enhance guest experiences.

* Our organization is an employer aware of professional fairness and committed to recruiting a diverse workforce and maintaining an inclusive culture. The use of the masculine is used for the purpose of lightening the text. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other basis protected by provincial or federal laws.