About Company
Nestled on the picturesque shores of Lake Ontario, the Delta Hotels by Marriott Kingston Waterfront is a beacon of hospitality in the heart of historic Kingston. As part of the globally recognized Marriott International family, we pride ourselves on delivering exceptional service and creating memorable experiences for every guest. Our hotel offers stunning waterfront views, modern amenities, and a commitment to fostering a positive and inclusive environment for both our guests and our associates. We believe in empowering our team members, providing opportunities for growth, and celebrating individual contributions within a supportive and dynamic workplace. Joining Delta Hotels by Marriott Kingston Waterfront means becoming part of a legacy of excellence, where your dedication to service is valued and your career aspirations can truly flourish.
Job Description
Are you a natural conversationalist with a passion for people and an unwavering commitment to service excellence? Delta Hotels by Marriott Kingston Waterfront is seeking a charismatic and detail-oriented Customer Relations Officer to join our vibrant Front Desk & Service team. This pivotal role is the first point of contact for our valued guests, setting the tone for their entire stay and ensuring every interaction is seamless, positive, and genuinely memorable.
As a Customer Relations Officer, you will be the face and voice of our hotel, embodying our brand’s dedication to sophisticated yet approachable hospitality. Your responsibilities will extend beyond traditional front desk duties; you will act as a guest ambassador, anticipating needs, proactively resolving concerns, and building lasting relationships through personalized service. We are looking for an individual who thrives in a fast-paced environment, possesses exceptional problem-solving skills, and genuinely enjoys making a difference in someone’s day.
This is more than just a job; it’s an opportunity to create cherished experiences for guests from around the world, contributing directly to the renowned reputation of Delta Hotels by Marriott. You will play a crucial role in maintaining our high standards of quality and service, handling everything from reservations and check-ins to local recommendations and ensuring guest satisfaction. If you are passionate about hospitality, possess an innate ability to connect with people, and are eager to grow your career within a leading hotel brand, we invite you to become a key player in our dedicated team.
Key Responsibilities
- Warmly greet and welcome all guests upon arrival, processing check-ins and check-outs efficiently and courteously.
- Manage guest reservations, modifications, and cancellations with precision and adherence to hotel policies.
- Proactively engage with guests to anticipate and address their needs, providing personalized recommendations for local attractions, dining, and services.
- Effectively resolve guest complaints and issues with empathy, professionalism, and a solutions-oriented approach, ensuring complete satisfaction.
- Maintain up-to-date knowledge of hotel facilities, services, and local area information to assist guests comprehensively.
- Process payments accurately, handle cash and credit transactions, and maintain a balanced cash drawer.
- Answer multi-line phones, direct calls, and take messages with clear and professional communication.
- Collaborate closely with other hotel departments (Housekeeping, F&B, Maintenance) to ensure seamless guest experiences.
- Uphold brand standards for guest service, appearance, and operational procedures at all times.
- Assist with administrative tasks as required to support front desk operations.
Required Skills
- Minimum 1 year of experience in a customer service or guest-facing role.
- Exceptional interpersonal and communication skills (verbal and written).
- Proven ability to handle challenging customer situations with grace and professionalism.
- Strong organizational skills and attention to detail.
- Proficiency with computer systems and ability to quickly learn new software.
- Ability to stand for extended periods and lift up to 25 lbs.
- Flexible availability, including evenings, weekends, and holidays.
Preferred Qualifications
- Experience working in a hotel or hospitality environment.
- Familiarity with Opera PMS or similar property management systems.
- Fluency in a second language (e.g., French).
- Post-secondary education in Hospitality Management or a related field.
Perks & Benefits
- Competitive hourly wage and opportunities for advancement.
- Comprehensive health, dental, and vision benefits.
- Marriott International travel discounts for hotels worldwide.
- Paid time off and holiday pay.
- Opportunities for professional development and training.
- Positive and supportive team environment.
- Employee recognition programs.
- Meals during shifts (where applicable).
How to Apply
If you are ready to embark on a rewarding career with a world-renowned hospitality leader, we encourage you to apply today! Please click on the application link below to submit your resume and cover letter directly through our careers portal.