Front Desk Agent / Guest Services Specialist

Hilton Garden Inn and Homewood Suites by Hilton Ottawa Downtown
Ottawa, ON, Canada

Description

Front Desk Agent / Guest Services Specialist

We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If you enjoy engaging with others and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Concord Hospitality where everyone is valued and treated with respect.

Role Responsibilities:

As a Front Desk Agent you have the responsible to give our guests the best hospitality experience they can have by:

• Provide outstanding customer service to our guests
• Communicate with team members across all departments
• Be up-to-date with all hotel communication
• Check guests in and out of the hotel
• Perform Switchboard duties
• Create, modify, and cancel hotel reservations
• Handle and balance financial transactions (cash, credit, debit, vouchers, etc...)
• Maintain guest records
• Be familiar with all room types and rates
• Resolve guest complaints and inquiries
• Respond to emergency situations
• Represent the hotel in a positive & professional manner
• Direct guests to events taking place in the hotel and within the city
• Keep lobby and back office clean, uncluttered, and organized
• Document guest complaints & emergency situations and communicate with management
• Recommend hotel products and services to guests
• Assist with guest luggage and storage when required
• Perform administrative duties (photocopying, scanning, faxing, etc...)
• Perform other duties assigned by the Front Office Manager
• Have full knowledge of hotel safety and emergency procedures

• Work Requirements:
• Be available to work unrestricted hours including mornings, evenings, weekends and holidays
• Able to continuously stand, bend, and lift
• Dress in complete uniform
• Be on duty at the start of your shift
• Attend Department meetings
• Participate in training as required
• Follow all policies and procedures set forth by Hilton
• Able to work quickly and efficiently
• Repetitive computer use
• Follow all hotel and department standards as set forth by Concord Hospitality & Hilton

Minimum Qualifications:

• Bilingual
• Customer service experience
• Able to handle customer complaints in a professional & courteous manner
• Previous Front Desk experience is an asset
• Hospitality Management education an asset
• Working knowledge of computers

Why Concord?

Our culture is based on our five Cornerstones and they are what we consider our foundation: Quality, Integrity, Community, Profitability, and Fun. It’s important to us to provide a great work environment for our associates and we strive to hire the BEST associates in the market. At Concord, you can enjoy a culture where you are valued and our Associate First policy is a way of life. Utilize your hospitality talents with a Company that cares about you and your development. We do many fun things on property to stay engaged with our associates and show you we care about you.

You take pride in your work, the hotel, and your employer to make sure we exceed our guests’ expectations. If this is you, we want you to contact us... Now!

If you are seeking a position where you can grow and be a part of a fun team, this job may be your answer. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.

Salary

This is a full-time hourly role at the rate of $23.13 CAD/hour.