Ottawa Kanata Hotel Department: Front Desk Agent

Scope

To support efficient front office operations, positive guest experiences, and effective day-to-day property coordination through professional communication, accurate record management, operational awareness, and timely response to inquiries, requests, incidents, and daily operational needs. This role requires professionalism, strong communication skills in English and French, sound judgement, adaptability, and the ability to remain composed in a fast-paced environment. Familiarity with hotel property management systems is essential. Prior experience using a cloud-based system, particularly Opera, is considered a strong asset.

Primary Responsibilities

Registration, Arrivals & Departures

• Complete arrivals, departures, room assignments, and related front office procedures accurately and professionally.
• Verify information and maintain accurate records within the property management system.
• Update room status, occupancy information, and operational records as required.

Guest Service & Front Office Support

• Respond promptly and professionally to guest, resident, staff, and visitor inquiries, requests, concerns, and operational needs.
• Provide accurate information regarding property procedures, facilities, amenities, and general operations.
• Maintain a welcoming, professional, organized, and service-oriented front office environment.

Issue Resolution & Escalation

• Address routine concerns, requests, and minor issues professionally and efficiently.
• Escalate disturbances, behavioural concerns, emergencies, safety matters, maintenance deficiencies, or unresolved operational issues to management immediately.
• Assist with incident reporting, documentation, and follow-up actions as required.

Records, Documentation & Information Management

• Maintain accurate occupancy records, room status information, guest listings, logs, communication records, and operational documentation within the property management system.
• Record and communicate messages, deliveries, requests, maintenance concerns, and operational updates accurately and promptly.

Communication & Department Coordination

• Provide professional telephone and front office communication support.
• Coordinate effectively with Housekeeping, Maintenance, Engineering, Security, Management, and operational teams regarding room readiness, deficiencies, repairs, guest needs, incidents, and daily operational matters.
• Administer wake-up calls and communication requests where applicable.

Hotel Walkthroughs & Operational Monitoring

• Conduct routine hotel walkthroughs during assigned shifts to monitor cleanliness, safety, maintenance concerns, unusual activity, property condition, and overall presentation of guest rooms, common areas, and operational spaces.
• Identify, document, communicate, and escalate issues requiring corrective action.

Emergency Response & Safety

• Maintain knowledge of emergency, safety, evacuation, and security procedures.
• Act as a communication point during emergencies when required.
• Contact emergency services, management, or internal support personnel as necessary.
• Respond appropriately to incidents, hazards, and operational emergencies.

Professional Standards & Policy Compliance

• Maintain professional appearance, punctuality, reliability, accountability, and professional conduct at all times.
• Follow company policies, operational procedures, security protocols, confidentiality requirements, and management directives.
• Demonstrate flexibility regarding schedules, operational priorities, weekends, evenings, holidays, and changing business needs.

Confidentiality

• Maintain strict confidentiality regarding guest information, resident information, incidents, staff matters, operational information, security procedures, reports, and all internal business matters.
• Confidential or sensitive information must not be disclosed to unauthorized individuals ins