The Job
As a Guest Services Representative, you are the first point of contact to our guests as they arrive to stay with us from their home away from home! This highly visible role gives the opportunity for casual conversation and has a direct impact in our guests’ experience as you check guests in and out, answer their inquiries, highlight the features of the property and area, as well as ensuring they have a comfortable stay in a friendly, efficient and professional manner.
*This position is being posted to fill a current vacancy in our organization.
What You'll Do
- Greet, register, and assist guests throughout their stay, including check-in, check-out, reservations, and payment processing, while maintaining accuracy in all guest accounts.
- Manage and respond to guest communication through telephone, email, chats, etc.
- Receive and process telephone and walk-in reservations by providing hotel information such as room types, rates and packages, as well as highlighting the hotel’s facilities, features, and services to provide accurate information and enhance guest satisfaction.
- Respond to guest requests promptly; promote, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
- Assist with luggage storage, transportation requests and city directions
- Prepare for group room arrangements and VIP arrivals; become informed of events/ functions in the hotel during the shift.
- Accurately complete and double-check routing and pre-payment set ups for all third-party and direct billing reservations
- Resolve guest concerns with a proactive and solution-oriented approach, ensuring expectations are consistently exceeded.
- Complete all required checklists, reports, and documentation as assigned during each shift.
- Respond promptly to guest and team member requests, reporting maintenance deficiencies, noise complaints, or service concerns to the appropriate departments.
- Review Pass – On emails at the beginning and end of each shift, relay information to team members coming on for next shift, report all occurrences or requests to your Supervisors and Manager and log into pass on emails
- Check guests out of the hotel; processes customer payments according to established policies and procedures.
- Resolves guest complaints to the satisfaction of the customer; inform Manager/Supervisor of major problems, complaints, disturbances, or unhappy guests.
- Obtain a professional image at all times through appearance and proper uniform.
- Communicate effectively with all departments to ensure a positive guest experience as well as to ensure the safety of staff and guests.
- Comply with all hotel loyalty programs.
- Assist guests in parking a lot by directing vehicles upon arrival
- Perform any other tasks as required
The above areas of responsibility are not all inclusive and may be amended from time to time.
Who We're Looking For
- Completion of secondary school diploma (Grade 12) or equivalent
- Minimum 1 year of customer service experience
- Must be able to communicate clearly and professionally in English, both verbally and in writing, ability to speak French or another language considered an asset
- Previous Front Desk experience preferred
- Must be computer literate, with the ability to learn new systems
- Must possess an outstanding level of customer service, be punctual, and well-organized
- Must have excellent organizational skills and attention to detail
- Must be a team player and have excellent communication skills
- Ability to use sound judgement in day-to-day activities and decision making
- Must possess the ability to communicate effectively within a diverse team environment
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests
- Must be flexible to work morning, afternoon, or evening shifts as well as weekends and holidays
Why Join Us?
- Earn a rate of $20.00 an hour
- Join a supportive team that values your skills, dedication, and growth.
- Advance your career through hands-on experience and clear development opportunities.
- Be part of a reputable hotel known for delivering exceptional guest service and quality.
- Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
- Create meaningful, memorable experiences for guests from all over the world.
At Delta Hotels by Marriott Kingston Waterfront, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special!
At Delta Hotels by Marriott Kingston Waterfront, we strive to provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don’t. At Delta Hotels by Marriott, we are always warm, wise and in control so our guests can focus on what’s most important.
Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.
Working for our Delta Hotels by Marriott Kingston Waterfront property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!
We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.
We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.
We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.
Pay: $20.00 per hour
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
Work Location: In person
