Guest Service Representative - Diamond Hotels Management Inc

At the Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central, we strive to provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don’t. At Delta Hotels by Marriott, we are always warm, wise and in control so our guests can focus on what’s most important.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

As a Guest Services Representative, you play an essential role in creating a welcoming and memorable experience for every guest. As the first point of contact, you'll set the tone for their stay by providing friendly, attentive, and professional service from check-in to check-out.

Whether you're assisting with reservations, answering inquiries, sharing local recommendations, or responding to guest requests, you'll have the opportunity to make a positive impact through every interaction. With each day bringing new faces and experiences, you'll be part of a dynamic team dedicated to making every guest feel valued and at home.

*This position is being posted to fill a current and existing position in our organization.

What You'll Do:

• Create memorable first impressions by warmly welcoming guests and delivering friendly, attentive, and professional service throughout their stay.
• Make check-ins and check-outs seamless by accurately processing reservations, verifying guest information, handling payments, and maintaining guest accounts.
• Assist with reservations and inquiries by providing information about room types, rates, packages, hotel amenities, and services to help guests make informed decisions.
• Go the extra mile for our guests by completing post-check-in courtesy calls, responding to requests, and sharing recommendations about local attractions and experiences.
• Be a trusted problem-solver by addressing guest concerns with professionalism, finding effective solutions, and escalating matters to management when necessary.
• Keep communication flowing by managing incoming telephone calls and radio communications while collaborating with other departments to ensure a smooth guest experience.
• Stay organized and detail-oriented by maintaining accurate guest records, documenting important information in the Manager on Duty (MOD) log, and reporting unusual occurrences or concerns.
• Maintain a welcoming environment by keeping the Front Desk and back-office areas clean, organized, and professional.
• Represent our hotel with pride by following brand standards, hotel policies, loyalty program procedures, and professional appearance guidelines.
• Be a team player by supporting colleagues, assisting with daily operations, and contributing to a positive and collaborative workplace

Who We're Looking For:

• A passion for hospitality! You genuinely enjoy helping others and take pride in creating positive, memorable guest experiences.
• You have completed a secondary school diploma (Grade 12) or equivalent.
• A customer service mindset. You bring at least one year of customer service experience, with previous hotel Front Desk experience considered an asset.
• A strong communicator. You're confident communicating professionally in English, both verbally and in writing. French language skills are an added bonus!
• A natural team player. You enjoy collaborating with colleagues and contributing to a positive, respectful, and inclusive work environment.
• Organized and detail-oriented. You can manage multiple priorities, stay focused in a busy environment, and maintain accuracy in your work.
• A confident problem-solver. You demonstrate sound judgment, take initiative, and approach challenges with professionalism and a solution-focused attitude.
• Comfortable with technology. You have strong computer skills and are willing to learn new systems and hotel software.
• Reliable and adaptable. You're punctual, dependable, and comfortable working in a fast-paced hospitality environment.
• Flexible availability. You're available to work a variety of shifts, including mornings, afternoons, evenings, weekends, and holidays.

Why Join Us?

• Earn a competitive hourly wage of $20.00 per hour, along with the opportunity to participate in our extendend health & dental benefits.
• Grow your hospitality career through hands-on leadership experience and opportunities for professional development.
• Work alongside a supportive, collaborative team that takes pride in delivering exceptional guest experiences.
• Be part of a respected Marriott hotel in a beautiful downtown Kingston waterfront location.
• Enjoy flexible scheduling that supports work-life balance while working in a dynamic hospitality environment.
• Connect with guests from around the world and help create memorable experiences that keep them coming back.

How to Apply:

Please visit the careers webpage to submit the application.

Working for our Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!

We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.

We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.

We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.