"At Your Service" AYS Agent

Concord Hospitality Enterprises•Calgary, AB

3d•Onsite

About The Position

At the Dorian, Autograph Collection and Courtyard by Marriott Calgary Downtown, associates ensure that every guest experience is a masterpiece, blending impeccable service with whimsical intrigue. Associates are focused on providing guests with the best stay possible, to help them pursue their passions through travel. Together, there are two unique experiences with one address and one team of hospitality professionals dedicated to being the best in everything they do. As an At Your Service (AYS) Agent, you will be the voice of the hotel, providing courteous and professional service to guests while supporting front office and room service operations. Your role ensures smooth communication, accurate information, and exceptional guest experiences.

Requirements

An experienced customer service professional with a minimum of one year of experience in a similar role in a similar hotel property.
A Hospitality or Tourism program graduate or degree holder.
An outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, and a strong commitment to Safety.
Someone who places priority on providing guests with the best possible experiences, going above and beyond to ensure total satisfaction and guest loyalty.
An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.
Able to work well under pressure and enjoy a fast-paced environment.
An excellent communicator who values teamwork and collaboration.
Able to work a variety of shifts, including mornings, evenings, weekends and holidays.
Physically able to sit or stand for long periods of time.

Responsibilities

Provide the highest quality of service to guests and fellow associates at all times.
Pre-arrival and reservation preparation.
Room blocking, upgrading and rooms inventory support.
Group, sales and inventory support.
Chat, messaging and guest case management.
Incident handling and documentation.
Restaurant reservations and manning the phone.
Take in-room dining orders.
Coordinate amenities for guest rooms.
Process payments.
Support service recovery communication.
Follow all safety and security policies and procedures, report accidents, injuries, and unsafe work conditions.