Guest Service Agent

3 weeks ago

Victoria, Canada Brentwood Bay Resort Full time

**About us.**

**Brentwood Bay Resort** is a luxury boutique property that is unlike any other hotel or resort in the Greater Victoria area. We believe in doing more than serving delicious meals, providing relaxing spa treatments, and welcoming guests to our beautiful oceanfront suites. We believe in providing a truly special guest experience and supporting our team members to discover their unique contribution and empower them to deliver it

We have some of the most passionate and engaged groups leading this organization. Team players are empowered, supported, and encouraged to give input, opinions, strategies, and suggestions because the Resort operates as a team to deliver exceptional service.

We are community leaders who believe in an honest, unique, and fun approach to providing graceful hospitality.

Be kind.

Be fearless.

Be you.

and look good doing it

**About the job.**

**This Position** sets and maintains the service standard in every interaction. This position is known as a “book end” role, meaning that the individual in this role begins and ends all guest experiences at the resort. When prospective guests contact the resort, this role is “the architect of experience” - using their ability to read needs + desires that are both implicitly and explicitly communicated.

This role greets and orients guests with impeccable social grace and, upon conclusion of a visit, demonstrates a keen willingness to listen to guests in an empathetic manner to make sense of things when they did not go as expected.

**About you.**
- A professional, warm, and graceful presence
- Confidence and calmness in every interaction - people feel like they’re in capable hands with you
- A love for knowing and sharing “the good stuff” - pairing information and guest preferences in concierge capacity
- Resourceful decision-making skills paired with a love of checking in on the little things that you know make the difference
- Sense of self-leadership. Is able to accept responsibility for their actions and is held accountable for their work
- Self-awareness which allows you to communicate with colleagues openly and without defenses
- Open-minded and willing to learn new skills and take on new responsibilities
- At least 2 years of progressive customer service experience
- Previous front desk or concierge experience an asset but not required
- Proficient in Microsoft Office and previous experience with reservation systems an asset
- Own/have access to reliable transportation to Brentwood Bay
- Ability to work weekends with a varied schedule (7am-3pm, 11am-7pm, 3pm-11pm shifts)
- Ability to work overnights to cover vacation time and sick days when required
- Physically fit and able to stand for long periods of time
- Serving It Right certification or willingness to obtain

**What you'll be doing.**
- Create, manage, and complete reservations through a PMS
- Coordinate guests stays by booking rooms, dining reservations, spa bookings and third-party activities
- Documents all conversation with guests, their requests, and details for their stay
- Handle phone system operations gracefully and effectively
- Utilize guest recovery techniques effectively to resolve service concerns successfully
- Thinks proactively to anticipate and fulfill guests and colleagues needs

**What we offer.**
- A competitive hourly rate; starting at $21 based on experience
- Extensive health and wellness benefits
- Award winning culture that makes you actually want to come to work
- We give you the platform to do amazing things in a beautiful location
- Personal and professional development opportunities
- Employee discounts that include:

- _50% off at the Brentwood Bay Pub_
- _50% off at the Arbutus Room_
- _50% off Spa Treatments at the Brentwood Bay Spa_
- _FREE paddle sport rentals at the Brentwood Bay Marina for you and a friend_
- _Friends and Family discounts on hotel rooms_

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