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 doFood & Beverage discount of 50% in our restaurantsEmployee benefit card offering discounted rates in Accor worldwide for you and your familyLearning programs through our Academies designed to sharpen your skillsAbility to make a difference through our Corporate Social Responsibility activities, like Planet 21Comprehensive extended health benefits packageFull rate of pay of $25.64/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 guestsMember of the Guest Service Manager and Night Manager schedule, replacing the GSM in their duties and including 2 overnight Manager shifts a weekResolving guest complaints and ensuring the guests needs are exceededEnsure inter-departmental communication and cooperation in the interest of better guest satisfactionResponsible for preparing for the arrival of new colleagues to the departmentResponsible 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 auditsEnsure all department training materials and Standard Operation Procedures are maintained and updated in all areasAs colleague ALL Champion, ensures our ALL reservations are in order and members’ expectations are metProvide leadership and support to Guest Service AgentsAssist with check-ins and check-outs of individuals and groupsMaintain knowledge of hotel rooms and room categoriesEnsures the safety and well-being of our guests and co-workers by having a working knowledge of operating procedures of the Front DeskMaintain a safe and hazard free working environmentKey member of Crisis & Emergency teamAssist Leadership in performing daily dutiesAct as an ambassador of Fairmont Château Laurier
Qualifications
Minimum 2 years of Guest Services experiencePrevious leadership or supervisory experience an assetFluent in both official languages (French & English)Excellent verbal and written skills, highly organized, active listener, self-starter, able to make decisions and take initiativePositive and pleasant attitude, enthusiastic, able to work independently yet strong team player, detail orientedMust be able to work in a very busy environmentAbility to type 40 words per minuteFlexibility in availability based on business volumes and on-going training needsProven ability to make decisions and resolve challengesComputer literate with exposure to Opera (Property Manager), Word and Excel preferable
Additional Information

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/

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