Guest Service Agent

Reporting directly to the Guest Service Supervisor. With Sales administrative responsibilities that will be supervised by the Sales Manager, this position is responsible supporting all aspects of Guest Service Supervisor role and administration requirements of the Sales Manager. Duties include shift coverage, reports, guest check in/out, system management while ensuring uncompromised guest and client experiences. Ongoing liaison with hotel associates including sales, housekeeping and administration, this position will be a key member of the team.

GENERAL DUTIES:

· Assumes the day-to-day tasks within the department(s)

· Participates in multi-disciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations and the guest experience.

· Administration of reports and the activities and performance of the departments relative to specified benchmarks departments’ operations

· Provides information and/or reports to supervisors, managers, guests, associates and hotel brand related representatives.

· Participate in monthly team meetings.

· Ensures security of guests, fellow associates and hotel assets.

· Performs additional duties as requested by the Executive Team leaders to aid in better operation of the hotel and service to the guests.

Qualifications:

· Demonstrated knowledge of the practices and theories normally acquired in a related field or an equivalent combination of relevant education and relevant work experience.

· A thorough understanding of customer service

· Previous related experience - preferably in a hotel, hospitality, or tourism environment

· Proven knowledge of customer relations, guest services through extensive practical experience

· Effective communication, presentation, interpersonal and organizational skill

· Demonstrated ability to effectively work with a multi-disciplinary staff, in a result oriented and predominantly fast paced environment.

· Experience working with meeting, event and group influencers is a definite asset.

· Ability to interact effectively with guests, management, peers, staff and the general public.

· Thorough knowledge and understanding of policies, procedures, regulations, and by-laws affecting the department/division.

· Working knowledge of computer software applications as well as Microsoft Office, CRM’s and database management

· Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)

· Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained

· Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts.

· Familiarity and working knowledge of local area, the City of Hamilton and the surrounding area is an asset.

· Handle reservations, check-in and check out of guests.

· Ensure the accuracy of housekeeping, maintenance, sales and department reports

· Ability to communicate effectively; written, verbal, phone and face to face meeting situations.

· Flexible – able to work weekends, evenings, and some holidays.

· Must have good cash handling skills.

· Marriott or hotel chain working experience is an asset however, extensive training will be provided.

· Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset.

· Demonstrated skills in database (CRM) applications, Microsoft Office including Word, Excel, internet considered an asset.

This job Is ideal for someone who is:

· Outgoing, organized, and detail oriented.

· A hospitality professional with previous Marriott, Guest Service, or related hotel experience

Dependable, reliable, and detail-oriented
Demonstrates integrity, honesty, and delivery of high moral and ethical principles.
People-oriented -- enjoys interacting with people and working on group projects.
Adaptable/flexible -- enjoys work that requires change, new direction, can take on staff responsibilities and duties as needed.
Goal-oriented -- enjoys a challenge, thrives on results.
Independent – can work with little or no direction and well in a team environment.
· Thrives in a high-pressure environment.

· Ability to follow procedures required by the management, company, and brand specific standards.

Health & Safety:

The incumbent is required to work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton, corporate and departmental policies and procedures related to Occupational Health and Safety

Terms

Applicants must have a valid “G” driver’s license and/or dependable transportation to report to work

The hiring process may include an interview, practical evaluation, and assessment as part of the selection process.

It is the responsibility of the applicant to supply qualifications licences and related experience relevant to the qualifications outlined above for this job. On the basis of the criteria outlined, this posting is open to all applicants.

The TownePlace Suites Hamilton is an equal opportunity employer that is committed to inclusive,
barrier-free recruitment and selection processes. Consistent with our core values and corporate culture, the TownePlace Suites Hamilton is committed to equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Accommodation will be provided for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact the hiring manager as soon as possible to make appropriate arrangements.

This description excludes non-essential and marginal functions of the position hat are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list will be provided upon hiring and/or assigned by the associate during employment.

This document is subject to change, at the sole discretion of the company and in no way creates an employment contract; implied or otherwise. Each associate remains, at all times, an “at will” associate.

Mission

Our team of associates places the spirit of hospitality in every moment for our valued guests

Vision

Provide experiences that are authentically local of unmatched presence with reliable service by our associates that are truly engaging