Job Description

Ottawa Hotel - Guest Service Agent

Department:

Front Office

Overview:

We are seeking a Guest Service Agent to join our Front Office team at Days Inn Ottawa West. This position plays a key role in creating a welcoming environment for our guests, ensuring smooth arrivals and departures, and providing assistance throughout their stay. The ideal candidate will bring professionalism, excellent communication skills in both English and French, and the ability to stay composed in a busy environment. Previous hotel or hospitality experience, as well as familiarity with property management systems (Opera Cloud preferred), will be considered strong assets. Flexibility with scheduling is also essential.

Key Responsibilities:

Guest Arrival & Departure

Welcome and register guests promptly, following established procedures. Manage check-ins and check-outs accurately through the property management system. Process payments and billing efficiently while ensuring accuracy. Offer upgrades or additional services when appropriate to enhance the guest experience.

Guest Services & Support

Respond to guest inquiries and requests in a timely, professional manner. Provide information about hotel facilities, amenities, and local attractions. Assist with reservations and booking modifications when required. Maintain a focus on delivering a positive and memorable guest experience.

Problem Resolution

Handle minor guest concerns with empathy and efficiency. Refer complex or unresolved issues to a supervisor or manager.

Financial Transactions

Maintain accuracy in handling cash, credit cards, and guest accounts. Balance the cash float and prepare deposits at the end of shift. Post charges and reconcile accounts within the hotel system.

Communication & Coordination

Act as a central communication link between guests and hotel departments. Work closely with Housekeeping and Maintenance to ensure rooms are clean, prepared, and promptly serviced. Provide accurate and clear information to colleagues and managers.

Telephone & Messaging

Answer calls promptly and professionally. Take accurate messages and relay them to the correct person or department. Arrange and document wake-up calls when requested.

Safety & Emergency Procedures

Remain knowledgeable about hotel safety and security protocols. Act as a communication point during emergencies, contacting local services if needed.

Professional Standards

Uphold company policies and procedures. Maintain professional appearance and behavior in line with brand standards. Demonstrate reliability, punctuality, and adaptability to varying shifts (days, evenings, weekends, and holidays).

Qualifications:

Strong communication skills in English (oral and written). Conversational fluency in French is required. Previous experience in hospitality or front desk operations preferred. Experience with Opera Cloud or other hotel property management systems is an advantage. Ability to stay calm under pressure and provide excellent service in a fast-paced environment. Flexible availability to support the needs of the business.

Reports to:

Front Office Manager / General Manager

Job Types: Full-time, Part-time

Pay: $18.00 per hour

Benefits:

On-site parking
Ability to commute/relocate:

Nepean, ON K2H 5B8: reliably commute or plan to relocate before starting work (required)
Application question(s):

Minimum 1 year hotel experience required
Experience:

Customer service: 3 years (preferred)
Language:

English (required)
Work Location: In person