Guest Services Associate

At Delta Hotels by Marriott Kamloops, we believe great hospitality starts with great people—and we’re always looking for passionate, authentic team members who love to collaborate. As a full‑service hotel in the heart of the community, we offer a fast‑paced, supportive workplace where you can learn, grow, and be proud of what you do every day. Here, teamwork isn’t just a buzzword—it’s how we deliver standout guest experiences, bring meaningful events to life, and have each other’s backs behind the scenes. We value respect and inclusion, celebrate initiative, and recognize potential. If you’re ready to bring your energy, ideas, and care to a team that invests in you, Delta Kamloops is where you can build more than memorable stays—you can build a meaningful career.

Job Profile

The Guest Services Associate provides a superior level of guest service which includes welcoming guests, taking ownership of guest satisfaction at the heart of hotel guest operations. The Guest Services Associate uses professional and strong communication skills to connect with guests via email, phone and in person. 

Duties and Responsibilities

• Consistently provides thoughtful, caring and sincere service.   The Guest Services team plays a key role in the first and last impression on our guests
• Utilizes the 10-5 rule and greets all guests immediately with a friendly and sincere welcome.  
• Provides excellent customer service by being readily available/approachable for all guests
• Delivers superior telephone service, following and building on industry best practice standards, answering all calls in a timely and professional manner. 
• Resolves guest issues and anticipates the needs of the guests 
• Helps guests with luggage and valet vehicles as needed 
• Responsible for being a determined and focused performer in a team of empowered Guest Services professionals who will strive to deliver focused and extraordinary customer service.
• Provides procedure services of check in and check out with consistency, but more importantly with a positive personal approach.  Guest room orientation and guidance of in-room operations when required
• Deliver on-call items to guest rooms when required, and support Bell Services, Housekeeping Services and all other departments as required.
• Keeping confidentiality of hotel reservations
• Marriott Experience and asset
• Ensures the lobby and surrounding areas are meeting hotel standards 
• Strong knowledge of Kamloops, BC and can refer guests to local amenities and events 
• Trained on night audit and performs night audit duties as needed 
• Stocks inventory 
• Performs other duties, as assigned, to meet business needs

Qualifications

• 2 + year’s customer service experienced
• Minimum of 1-year experience as a Guest Service Associate
• University Degree an asset / Hotel Management/Hospitality Degree an asset
• First aid level 1 or CPR training 
• Serving it right certificate: Legal age to disburse alcohol 
• Possess a positive attitude and works well with other team members
• Customer Service/Communication Skills: Ability to talk, listen and help resolve conflicts with guests. An expert communicator will be able to listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue to provide the guest with an elevated guest experience 
• Patience: Ability to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
• Problem-Solving Skills: Able to solve customer issues and anticipate guest needs.
• Positive, organized, detail focused
• Solid understanding of computers, internet and technology
• Have a collaborative mindset to work within a dynamic team
• Must be willing to work in Kamloops, BC
• Must be legally entitled to work in Canada

 Working conditions

• Fast-paced environment
• Variety of hours- morning, afternoon, evening, weekends, weekdays, holidays 
• Standing in a static position for long periods of time 

 Physical requirements

• Ability to reach, bend, stoop and frequently lift to 50 pounds
• Ability to stand for long periods of time

Benefits