Front Desk Agent

Job Title: Guest Services Agent
Location: Residence Inn by Marriott London Downtown
Department: Front Office
Reports To: Front Office Manager / Rooms Division Manager
Employment Type: Full-Time / Part-Time

Job Summary:

The Guest Services Agent is the face of the hotel, responsible for delivering an outstanding guest experience from arrival to departure. This role involves handling check-ins and check-outs, responding to guest inquiries, processing payments, and ensuring guests feel welcomed and valued. The ideal candidate will have strong customer service skills, attention to detail, and the ability to handle various tasks in a fast-paced environment.

Key Responsibilities:

Front Desk Operations:

• Greet guests warmly and provide a seamless check-in and check-out experience.

• Verify guest reservations, process payments, and issue room keys.

• Assist guests with inquiries about hotel services, amenities, and local attractions.

• Answer and direct phone calls professionally and efficiently.

• Maintain accurate records of guest accounts and ensure proper billing procedures.

Guest Relations & Problem Resolution:

• Address guest concerns promptly and professionally, ensuring a satisfactory resolution.

• Handle special requests such as early check-ins, late check-outs, and room preferences.

• Coordinate with housekeeping and maintenance teams to fulfill guest needs.

• Offer recommendations for dining, entertainment, and attractions in London, Ontario.

Marriott Bonvoy Enrollment & Upselling:

• Promote Marriott Bonvoy membership and enroll new members.

• Suggest room upgrades and special amenities to enhance the guest experience.

• Actively engage in upselling opportunities to maximize hotel revenue.

Safety & Compliance:

• Follow all security procedures to ensure guest and staff safety.

• Maintain confidentiality of guest information and payment details.

• Adhere to all Marriott and Residence Inn brand standards and policies.

Administrative & Other Duties:

• Balance cash drawer and complete end-of-shift reports accurately.

• Ensure the lobby and front desk area remain clean and organized.

• Assist with special projects and duties as assigned by management.

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Qualifications & Requirements:

Experience & Skills:

• Previous hotel or customer service experience is preferred but not required; training will be provided.

• Strong communication and interpersonal skills.

• Ability to multitask and remain calm under pressure.

• Proficiency in Microsoft Office and hotel property management systems (e.g., Opera or Fosse) is an asset.

• Strong problem-solving abilities and attention to detail.

• Must be available for flexible shifts, including evenings, weekends, and holidays.

Physical Requirements:

• Ability to stand for long periods during shifts.

• Light lifting may be required (e.g., handling guest luggage).

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