OTTAWA MARRIOTT HOTEL Guest Service Agent (GSA) Part Time in Ottawa, ON


Branch Ottawa ON CA

Guest Service Agent (GSA)
Ottawa, ON

Ensure proper credit when checking out guests and provide the guests with a $0 balance invoice. Is responsible for serving guests at the front desk (greeting…

In this role, the Guest Service Agent (GSA) is responsible for serving guests at the front desk (greeting guests, answering inquiries, checking in and out, managing guest folios) while providing the highest level of service possible in an efficient, courteous and professional manner by following Marriott Standards for Service Excellence and adhering to guidelines and procedures.

Job Description:

  • Report to work on time, in proper and clean uniform, including nametag. Personal appearance and grooming must conform to standard.
  • Handle all duties according to hotel policies, procedures, internal rules and standards.
  • Conform to cash handling procedures at all times.
  • Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up-to-date with all changes, new procedures and events.
  • Get a daily briefing about extraordinary events to effectively deal with all foreseen situations on a daily basis.
  • Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
  • Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
  • Follow all cash handling and banking procedures to check out all customers efficiently.
  • Each Associate is expected to carry out all reasonable requests by management that the Associate is capable of performing.
  • Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA.
  • Perform guest registration and room assignment and accommodate special requests of all guests.
  • Be knowledgeable about Marriott Rewards and other frequent traveler programs.
  • Know how to follow all hospitality guidelines.
  • Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings).
  • Handle mail and messages properly and on a confidential basis.
  • Know how to handle safe deposit boxes.
  • Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times.
  • Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the “Guest Response Program” procedures.
  • Assist fellow Associates in their jobs to ensure that all jobs are done on time.
  • Have knowledge about all emergency procedures and know how to act on them.
  • Be flexible in regard to work schedule.
  • Use your PMS password with discretion; log off the terminal when leaving the area.
  • Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
  • Ensure proper credit when checking out guests and provide the guests with a $0 balance invoice.
  • Handle late charges according to the procedure.
  • Bank out at the end of the shift by strictly following the blind drop procedures. The Front Desk Manager will always verify the shift closing and enter the drop in the system.
  • Always have the Manager verify the shift closing and enter the drop in the system.
  • When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.
  • Report any unusual occurrences or requests to the Manager.
  • At all times strive to represent Marriott in the most professional manner.
  • Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the customers.
  • Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations.
  • Practice safety awareness. Maintain safety by adhering to safety policies, and be responsible to report accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and congested areas. Ensure that proper safety instructions are given before operating any equipment.
  • Be compliant with all Hotel Emergency Procedures.


  • Previous experience as a Guest Service Agent or similar environment preferred.
  • Previous customer service experience required.
  • Certificate or Diploma in Hotel Management preferred.

Job Requirements:

  • Excellent communication skills in both official languages (English and French) required.
  • Superior service excellence skills to exceed guest expectations.
  • Competent in handling cash and credit card transactions.
  • Strong knowledge of computers and data base software programs.
  • Able to handle conflict situations in a professional manner.
  • Able to communicate with all managers and supervisors and fellow Associates.
  • Able to work a flexible schedule (weekdays, evening, weekends and holidays).
  • Able to work in a dynamic and fast paced environment.
  • Strong attention to detail.
  • Proven team player.
  • Able to deal with the public in a professional and courteous manner.

This is a part-time position with flexible hours (days, evenings, weekends).

Employment Equity: As an equal opportunity employer, the Ottawa Marriott is committed to building a skilled and diverse workforce reflective of Canadian society. The Ottawa Marriott is also committed to selection based on merit by ensuring full participation of the designated groups: women, Aboriginal peoples, persons with disabilities and persons in visible minority groups.

Job Type: Part-time

Salary: $20.84 /hour

Job Location:

  • Ottawa, ON

Required education:

  • Diploma/Certificate

Required experience:

  • Customer Service: 1 year

Required language:

  • French

or proceed with Standard Application Form.

Employment Type: Part Time
Location: Ottawa, ON, CA
Posted on: 2016-12-06
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