Job Overview We are seeking a dedicated and friendly Hotel Front Desk Agent to join our team. The ideal candidate will be the first point of contact for our guests, providing exceptional customer service and ensuring a welcoming atmosphere. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks efficiently in a fast-paced environment. Experience in hospitality or hotel settings is preferred. Front desk duties include, but are not limited to the following: Guest Service & Front Desk Duties
- Demonstrate a warm and skilled attitude when interacting with all guests and co-workers.
- Arrive for your shift ready to work, in full uniform including nametag. Uniforms are the employee’s responsibility to purchase after the 3-month probationary period.
- Communicate effectively with all other hotel departments.
- Keep the front desk clean and tidy as it is the first thing guests see upon arrival.
- Ask questions when unsure how to perform a task. If a guest asks a question you don’t know, let them know you’ll find out and follow up.
- Follow the company’s policies and procedures at all times.




- Upsell guest rooms and promote hotel services.
- Maintain guest privacy by carefully handling any guest information; be mindful of where in-house lists and arrival lists are left.
- Answer and reply to all emails and phone messages promptly.
- Assist with guest needs as they arise.
- Forward guest inquiries to the correct departments (meetings and events, groups and sports, fitness, restaurant).
- Follow front desk procedures to ensure shift duties and tasks are completed correctly and consistently.
- Handle all guest complaints professionally and empathetically; escalate to management as needed.
- Encourage guests to explore local attractions; local tourism guides are available at the front desk.
- Maintain a cooperative and united front with all other departments.
- Promote brand loyalty by offering guests a Best Western Rewards card.
- Ensure the gift shop and lobby areas are neat and tidy at all times.

Job Type
Full-time Work

Location:
In person

📌 Front Desk Agent (Ottawa)
🏢 Best Western Pembroke Innnference Centre
📍 Ottawa