Position Title: Overnight Guest Services Agent (OGSA)
Number of Positions Available: 3
Term of Position: April – August 2020
Hourly Wage: $16.50
Reports To: Assistant Director, Conference Services

Incumbents will work a maximum of 44 hours a week, which will include weekend and evening work in varying shifts as scheduled according to business demands; flexibility is required. Overnight shifts will consist of a set schedule cycle where possible (3 nights on and 6 nights off, working approximately 11 hours per shift). All staff are required to attend a mandatory paid training period, which will be scheduled for late-April.

Conference Services Overview

With over 3,000 beds, Carleton’s residences transform into Ottawa’s largest hotel in the summer. Conference Services supports the planning and execution of a wide variety of conferences and events taking place on campus, many of which stay in our residence facilities during the summer season. The conferences range from multi-week events with international delegates and prominent academic seminars to language camps, school groups, sports teams, professional delegates and students. Our goal is to exceed service excellence standards while providing conference planning, accommodations and event support.

Overnight Guest Services Agents will work to support our clients and ensure an excellent experience at Carleton University from start to finish. The position is located at the Guest Reception Desk, 234 Residence Commons. Overnight Guest Service Agents typically complete shifts independently.

Job Requirements

  • Knowledge of the University, the campus, and the various services offered, as well as a reasonable knowledge of the Ottawa area.
  • High levels of professionalism and a strong understanding of service excellence and public relations.
  • Organizational and administrative ability, including an exceptional attention to detail.
  • Strong problem solving skills and the ability to work well under pressure.
  • Ability to work both independently and as part of a team.
  • Proven ability to exercise good judgment.
  • Ability to lift up to 15 kg.
  • Flexibility regarding scheduling. Schedules are subject to change, sometimes with short notice.
  • Knowledge of and experience in hospitality management is an asset.
  • Experience processing financial transactions is an asset

Core Responsibilities

  • Be the first point of contact for guests and the public, providing a high level of Service Excellence
  • Respond to guest inquiries via phone, email and in-person
  • Create overnight reservations. Become proficient with Kinetics Software, the reservation system
  • Prepare for incoming guests, including completing room checks and creating key packages.
  • Create and process reservations from online platforms.
  • Assist guests with check-ins and check-outs and troubleshoot guest concerns or complaints
  • Maintain and compile accurate and detailed daily logs and reports, including the University Lost and Found Database and Parking Portal
  • Process point of sale transactions for guest reservations, parking, and top-ups
  • Liaise with campus partners
  • Develop a thorough understanding of the groups staying at Carleton University and the events taking place on campus
  • Other duties as required

Computer Software and Equipment Used

  • Event Management Software: Kinetics Solutions
  • Microsoft Office Suite: Excel spreadsheets, Word documents, Outlook e-mail
  • Equipment: Point-of-Sale machine, telephone, cell phone, photocopier and scanner

Shift And Training Requirements

  • Successful completion of AODA, Health & Safety Awareness, Violence and Harassment Prevention and other required training
  • Vacation time is not permitted
  • The Conference Services uniform must be worn at all times
  • The incumbent is responsible for their own transportation to and form their scheduled shifts

Application Instructions

Applications are due Friday, February 14 at noon.

Applicants must complete our application form, and attach a cover letter and resume along with the application outlining your work experience and skills as they directly relate to the position to which you are applying.

Applications can be completed online, emailed to CSHire@carleton.ca or submitted in-person, during regular office hours, to Conference Services, Room 172, Residence Commons.

Apply Now!