Senior Guest Services Agent (Full-Time)
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Senior Guest Services Agent (Full-Time)

Accor HQ

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Senior Guest Services Agent (Full-Time)

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Senior Guest Services Agent (Full Time)

Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Senior Guest Services Agent.       

Responsibilities:

Reporting to the Front Office Leadership Team, responsibilities and essential job functions include but are not limited to the following:

  • Provide outstanding service to our internal and external guests
  • Member of the Guest Service Manager and Night Manager schedule, replacing the GSM and/or Night Manager in their duties.
  • Resolving guest complaints and ensuring the guests needs are exceeded
  • Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
  •  Responsible for preparing for the arrival of new colleagues to the department
  • Responsible for training, both at time of hire and on an on-going basis, through the use of the JTCL, daily service audits and monitoring of Fairmont standards, and LQA audits.
  • Ensure all department training materials and Standard Operation Procedures are maintained and updated in all areas
  • As colleague FPC Champion, ensures our Fairmont President Club Members’ reservations are in order and members’ expectations are met.
  • Provide leadership and support to Switchboard, Guest Services, and Fairmont Gold.
  • Assist with check-ins, check-outs of individuals and groups.
  • Maintain knowledge of hotel rooms and room categories
  • Ensuring the safety and well-being of our guests and co-workers by having a working knowledge of operating procedures of the Front Desk
  • Maintain a safe and hazard free working environment
  • Key member of Crisis & Emergency team
  • Assist Leadership in performing daily duties.
  • Act as an ambassador of Fairmont Château Laurier

Qualifications:

  • Fluent in both official languages (French & English)
  • Excellent verbal and written skills, highly organized, active listener, self-starter, able to make decisions and take initiative
  • Positive and pleasant attitude, enthusiastic, able to work independently yet strong team player, detail oriented.
  • Must be able to work in a very busy environment
  • Ability to type 40 words per minute
  • Flexibility in availability based on business volumes and on-going training needs.
  • Proven ability to make decisions and resolve challenges.
  • Computer literate with exposure to Opera (Property Manager), Word and Excel preferable.
  • Previous leadership or supervisory experience an asset.
  • Minimum 2 years of Guest Services experience

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

In order to keep our employees and the general public safe from the threat of Covid-19 and the rise of variants in the community, the Hotel has implemented a Covid-19 Vaccination Policy.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit 
https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

 

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Senior Guest Services Agent (Full-Time)

Ottawa, Canada

A tempo completo, A tempo indeterminato

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