Guest Service Specialist

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

Description

Duties and Responsibilities

Skills & Qualities

• Excellent time management & organizational skills
• Excellent communication skills
• Strong problem solving skills
• Previous experience an asset
• Computer skills an asset
• Knowledge of Ottawa & area

Qualities:

• Professional in appearance and demeanor
• Dedicated to Customer Service
• Committed to quality
• Patient and tolerant
• Reliable
• Friendly and engaging
• Outgoing personality
• Non Judgmental and unbiased

Job Duties:

• 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
• Be aware of all emergency procedures
• Perform administrative duties (photocopying, scanning, faxing, etc...)
• Perform other duties assigned by the Front Office Manager

Work Requirements:

• Unrestricted hours
• 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 Hilton

Minimum Qualifications:

• Bilingual-English and French
• 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
• Minimum Grade Twelve

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. 

Our “Associate First” culture supports and inspires personal development both within the workplace and beyond. Concord’s associates are what our company is built on, and we strive to recognize them for their hard work, dedication, and commitment to excellence.

We value work life balance, diversity, and our commitment to provide the best customer service and quality accommodations in every market we exist

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.