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.
Pay: From $23.99 per hour
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Paid time off
- Store discount
- Wellness program
Work Location: In person
