Job Description

Best Western Ottawa - Guest Service Agent

Department:

Front Office

Scope:

To ensure exceptional guest experiences and efficient hotel operations through prompt, courteous service during check-in, check-out, and by effectively addressing guest needs. This role requires a high level of professionalism, strong communication skills in both English and French, the ability to maintain composure in a fast-paced environment, and familiarity with hotel property management systems. Prior experience with

Visual Matrix PMS

is required. Experience in a hotel or the broader hospitality industry is also considered a significant asset. Flexibility in work schedule and a willingness to adapt to changing demands are crucial for success in this position.

Primary Responsibilities:

Guest Registration & Check-in

Register guests efficiently and courteously, adhering to hotel procedures and utilizing the hotel system for all related tasks. Utilize up-selling techniques to maximize room revenue where appropriate. Process guest payments accurately and efficiently using the hotel system.

Guest Check-out

Process guest check-outs swiftly and accurately, following established hotel policies and using the hotel system. Handle final billing and payment procedures with precision.

Guest Assistance & Service

Respond promptly and attentively to all guest requests and inquiries. Promote hotel services and facilities knowledgeably. Provide guests with accurate information regarding local attractions, directions, and hotel amenities. Strive to exceed guest expectations to ensure a high level of hospitality and satisfaction.

Guest Issue Resolution

Address and resolve minor guest complaints effectively and to the guest's satisfaction. Escalate major issues, complaints, disturbances, or instances of guest dissatisfaction to the supervisor or management immediately.

Reservations

Accurately book guest reservations or liaise effectively with the central reservations center, ensuring all information is correctly entered into the hotel system.

Financial Handling

Manage departmental accounting of monies, receipts, and guest accounts with accuracy. Post all relevant charges to guest folios accurately. Complete cashier reports meticulously, prepare deposits, and manage the cashier bank responsibly, ensuring all financial transactions are reconciled.

Telephone Etiquette

Provide courteous and efficient telephone service to guests and the public. Accurately record messages and promptly relay them to the appropriate guest or hotel employee.

Wake-up Calls

Administer wake-up calls to guest rooms as requested, documenting appropriately in the hotel system.

Guest Information Management

Maintain an accurate and up-to-date listing of all registered guests and their room status.

Mail & Package Handling

Receive and record incoming packages, mail, or faxes for guests and promptly notify them of their arrival.

Emergency Response

Act as a central point of communication during emergency situations. Maintain a thorough understanding of safety and security procedures. Have readily available contact information for local emergency services (fire, police, poison control, etc.).

Internal Communication

Coordinate effectively with Housekeeping and Maintenance regarding guest needs and room status, updating information in the hotel system as necessary.

Adherence to Policies

Strictly adhere to all company policies and procedures.

Professional Presentation

Maintain a professional image at all times through appropriate appearance and dress, reflecting the Best Western brand standards.

Punctuality and Reliability

Demonstrate consistent punctuality and reliability in adhering to work schedules.

Stress Management

Maintain composure and professionalism while working under pressure and handling challenging situations.

Language Proficiency

Demonstrate fluency in both spoken and written English. Possess a strong ability to communicate effectively in French (oral fluency).

Previous Experience

Candidates with prior experience in a hotel or within the hospitality sector will be given strong consideration.

Flexibility

Possess a high degree of flexibility regarding work schedules, including availability for various shifts (days, evenings, weekends, and holidays) as needed to meet the demands of the business.

Additional Responsibilities

Reporting daily to the Manager on Duty/General Manager. Conducting scheduled safety walks of the hotel property during overnight shifts (including but not limited to 12:00 a.m., 3:00 a.m., and 6:00 a.m.) to ensure security and safety, and promptly reporting any irregularities or incidents to management. Other duties as assigned by supervisor or management.

Relationships:

Internal:

Engineering: To relay guest requests for maintenance or repairs promptly. General Manager/Manager on Duty: To seek necessary approvals (e.g., for payment exceptions) and provide updates. Housekeeping: To confirm room availability and coordinate room readiness.

External:

Hotel Guests: To provide exceptional customer service, address inquiries, and resolve issues.

Compensation:

Starting at $18.00 per hour, increasing to $18.50 per hour after the three-month probationary period.
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)
Experience:

Hotel: 3 years (required)
Language:

English (required)
Work Location: In person

Application deadline: 2025-04-10