Guest Service Agent
Be the first smile our guests see.
At JW Marriott The Rosseau Muskoka, our Guest Service Agents are more than front desk professionals; they are storytellers of hospitality, creating warm welcomes and lasting impressions. Every interaction is an opportunity to make guests feel valued, understood, and at home. Reporting to the Front Office leadership team, you will be responsible for ensuring seamless guest experiences from arrival to departure.
Accountabilities
- Greet each guest with genuine warmth, eye contact, and a smile, using their name naturally when possible.
- Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls and non-registered guest calls
- Handle check-ins, check-outs, room assignments, and special requests with confidence and care.
- Respond to guest calls and inquiries, ensuring that every request is met with clarity, empathy, and follow-up.
- Collaborate seamlessly with Housekeeping and other teams to deliver smooth, personalized service.
- Anticipate guest needs, adapt to changing situations, and provide thoughtful solutions.
- Share knowledge of hotel facilities and local experiences, helping guests feel connected and informed.
- Maintain accuracy in billing, payments, and reports while keeping service gracious and professional.
- Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
- Perform other reasonable job duties as requested by Supervisors.
Requirements
- A passion for people and creating memorable guest experiences.
- Clear communication skills and the ability to engage in natural, friendly conversation.
- Confidence in handling guest requests, with adaptability and empathy in every interaction.
- Previous hospitality experience is an asset, along with comfort using property management systems and computer tools.
Working Conditions
- Must be able to work flexible hours including evenings, weekends and holidays
- Required to move, lift, carry, pull and place objects weighing less than or equal to 10 pounds without assistance
- Stand, sit or walk for an extended period of time or for an entire shift
Why Join Us
At JW Marriott The Rosseau Muskoka, you’ll be part of a team that values respect, collaboration, and exceptional service. We offer opportunities to grow, learn, and thrive in a supportive environment where every day brings new connections and experiences.
Bring your smile, your confidence, and your passion for people and help us create unforgettable moments for our guests.
Candidate Privacy & Selection Statement: At JW Marriott The Rosseau Muskoka, we are committed to a fair and transparent hiring process. Please note that artificial intelligence (AI) is not used to screen, evaluate, or select candidates for employment. Your application is always reviewed by real people who value your time and talent.
JW Marriott The Rosseau Muskoka is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources department will work with applicants requesting accommodation at any stage of the hiring process.
JW Marriott The Rosseau Muskoka is committed to building a more diverse workplace and encourages all qualified applicants to apply.
Job Types: Full-time, Seasonal, Internship / Co-op
Pay: From $20.00 per hour
Benefits:
- Commuter benefits
- On-site gym
- On-site parking
Ability to commute/relocate:
- Minett, ON: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
