Senior Bilingual Guest Services Agent (Full-Time)
Top Benefits
About the role
Company Description
Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Château Laurier hotel in Ottawa is looking to fill a role of Senior Guest Services Agent.
What is in it for you:
- Wonderful company culture - our colleagues are at the heart of all that we do
- Food & Beverage discount of 50% in our restaurants
- Employee benefit card offering discounted rates in Accor worldwide for you and your family
- Learning programs through our Academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Comprehensive extended health benefits package
- Full rate of pay of $26.94/hour
Job Description
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 in their duties and including 2 overnight Manager shifts a week
- 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 ALL Champion, ensures our ALL reservations are in order and members’ expectations are met
- Provide leadership and support to Guest Service Agents
- Assist with check-ins and check-outs of individuals and groups
- Maintain knowledge of hotel rooms and room categories
- Ensures 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
- Minimum 2 years of Guest Services experience
- Previous leadership or supervisory experience an asset
- 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
Additional Information
Physical Aspects of Position (included but not limited to):
- Standing during entire shift
Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
Senior Bilingual Guest Services Agent (Full-Time)
Top Benefits
About the role
Company Description
Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Château Laurier hotel in Ottawa is looking to fill a role of Senior Guest Services Agent.
What is in it for you:
- Wonderful company culture - our colleagues are at the heart of all that we do
- Food & Beverage discount of 50% in our restaurants
- Employee benefit card offering discounted rates in Accor worldwide for you and your family
- Learning programs through our Academies designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
- Comprehensive extended health benefits package
- Full rate of pay of $26.94/hour
Job Description
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 in their duties and including 2 overnight Manager shifts a week
- 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 ALL Champion, ensures our ALL reservations are in order and members’ expectations are met
- Provide leadership and support to Guest Service Agents
- Assist with check-ins and check-outs of individuals and groups
- Maintain knowledge of hotel rooms and room categories
- Ensures 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
- Minimum 2 years of Guest Services experience
- Previous leadership or supervisory experience an asset
- 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
Additional Information
Physical Aspects of Position (included but not limited to):
- Standing during entire shift
Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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
About Accor
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.