Join Our Guest Services Team at Kingston Marriott Hotel

Are you a friendly, professional communicator who enjoys helping others and creating exceptional guest experiences? The Kingston Marriott Hotel is seeking an At Your Service (AYS) Agent to serve as the central communication hub of the hotel. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering outstanding customer service, we would love to hear from you.

Who We Are

Easton’s Group of Hotels is one of Canada’s most respected hospitality companies, known for its award-winning developments, exceptional guest experiences, and commitment to its associates. With a diverse portfolio of hotels across Ontario, we are dedicated to delivering excellence while fostering professional growth and development opportunities for our team members.

Easton’s team believes that excellence is achievable only in an setting that embraces and promotes Equity, Diversity & Inclusion (ED&I;). Our company is challenging the way we work, think, and develop an inclusive workplace. Our commitment to ED&I; allows us to achieve our vision and mission and ensure a more equitable future for all.

The Marriott Connection

As part of the globally recognized Marriott brand, we are proud to provide associates with opportunities to grow within one of the world’s leading hospitality companies. Marriott’s commitment to service excellence, innovation, and career development creates an environment where associates can build meaningful and rewarding careers.

Why Join Us?

- Competitive compensation
- Health & Dental Benefits
- Registered Retirement Savings Plan (RRSP)
- Marriott Hotel Discounts Worldwide
- Employee Food Discounts
- Wellness Days
- Associate Recognition Programs
- Career Development and Advancement Opportunities
- Staff Appreciation Events
- Exclusive Employee Discounts with brands such as Apple, Shell, Ninja, Shark, Dyson, PC Optimum, home and car insurance, and many more

Job Overview

The At Your Service (AYS)



Agent provides a central communication point for hotel operations by answering incoming calls, assisting guests with requests, coordinating communications between departments, and ensuring exceptional guest service. This role is critical in delivering a seamless guest experience and supporting hotel operations around the clock.

Duties and Responsibilities

- Answer incoming calls promptly, professionally, and according to Marriott and company standards.
- Route calls accurately and efficiently to the appropriate department or individual.
- Provide guests with hotel information, local directions, recommendations, and general assistance.
- Maintain accurate records of guest room status and guest information.
- Process and coordinate guest requests, wake-up calls, and service orders.
- Record messages accurately and promptly notify guests or hotel associates.
- Respond to guest concerns and complaints, utilizing service recovery procedures when appropriate.
- Act as a central communication point during emergencies and follow all emergency, safety, and security procedures.
- Notify management of malfunctioning communication equipment or systems.
- Coordinate communication with Security, Maintenance, Housekeeping, Front Office, and other departments.
- Maintain awareness of in-house groups, events, VIP arrivals, and hotel activities.
- Record and communicate incoming packages, deliveries, and guest correspondence.
- Promote teamwork and quality service through effective communication and collaboration.
- Perform other duties as assigned while following all Company and Marriott Brand Standards.





Qualifications and Requirements

Education: High school diploma or equivalent preferred.

Experience: Minimum six months of customer service, switchboard, call center, hotel operations, or related experience preferred.

Skills:

- Exceptional verbal communication and customer service skills.
- Strong listening, multitasking, and organizational abilities.
- Professional telephone etiquette.
- Basic computer proficiency and keyboarding skills.
- Ability to remain calm and professional during emergencies and high-pressure situations.
- Fluency in English required; additional languages are considered an asset.

Physical Requirements

This position requires the ability to:

- Speak, listen, and communicate clearly for extended periods.
- Use a computer, telephone, headset, and keyboard throughout the shift.
- Remain seated or stationary for extended periods.
- Read, write, and accurately record guest information and messages.
- Occasionally move throughout the hotel to assist with operational needs.

Schedule Requirements

- Availability to work days, evenings, overnights, weekends, and holidays as required.
- Flexibility to work various shifts based on operational needs.

Accessibility & Inclusion

Kingston Marriott Hotel is committed to creating an inclusive and accessible workplace in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request throughout all stages of the recruitment and employment process. Applicants selected for an interview are encouraged to advise Human Resources of any accommodation requirements.

At Easton’s, we are committed to fostering an inclusive workplace where every individual feels valued, respected, and empowered to contribute. We believe that inclusion strengthens our teams, drives innovation, and enables us to achieve our vision while creating opportunities for everyone to thrive.

📌 PBX Operator (Kingston)
🏢 Kingston Marriott Hotel
📍 Kingston