Guest Service Agent

5 months ago

Victoria, Canada Brentwood Bay Resort Full time

**What we do and are proud of**

At Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.

Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.

**Why this role is significant**

This role plays a crucial part in setting and maintaining the service standard in all guest interactions, making it a vital position at the resort. As a Guest Service Agent, you will warmly welcome and assist guests, demonstrating exceptional social skills. Your genuine willingness to actively listen to guests and show empathy in situations where expectations aren't met will ensure their concerns are understood and effectively addressed.

**A day in the life**
- Welcome guests with warmth and professionalism, ensuring a positive first impression
- Handle reservations, including booking modifications and cancellations, with attention to detail and accuracy
- Coordinate guests stays by booking rooms, dining reservations, and spa bookings
- Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process
- Documents all conversation with guests, their requests, and details for their stay
- Handle phone system operations gracefully and effectively
- Maintain a comprehensive knowledge of resort facilities, services, and local attractions
- Handle guest feedback and complaints with professionalism and empathy, resolving issues and exceeding expectations

**What you bring to the team**
- You bring a professional, warm, and graceful presence
- You have strong problem-solving abilities, with the capacity to handle challenging situations gracefully
- An empathetic approach to actively listen and address any concerns
- Attention to detail and organization comes natural to you
- Effective, efficient, and professional communication skills
- You are open-minded and willing to learn new skills and take on new responsibilities
- Ability to multitask and prioritize tasks in a fast-paced environment
- Tech-savvy with a strong proficiency in Microsoft Excel, PowerPoint, and Outlook
- You bring 2+ years of previous experience in a customer service or hospitality role
- You enjoy a varied schedule including weekends with 7am-3pm, 11am-7pm, and 3pm-11pm shifts
- Physically fit and able to stand for long periods of time
- You have Serving It Right or a willingness to obtain them (our guests receive cider at check-in)

**A day in the life**
- Welcome guests with warmth and professionalism, ensuring a positive first impression
- Handle reservations, including booking modifications and cancellations, with attention to detail and accuracy
- Coordinate guests stays by booking rooms, dining reservations, and spa bookings
- Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process
- Documents all conversation with guests, their requests, and details for their stay
- Handle phone system operations gracefully and effectively
- Maintain a comprehensive knowledge of resort facilities, services, and local attractions
- Handle guest feedback and complaints with professionalism and empathy, resolving issues and exceeding expectations

**Why work with us at BBR**
- The wage offered for this position is $21 to $23 per hour
- We are committed to the health and wellness of our team members and offer extensive benefits
- An award-winning culture that makes you excited to come to work
- The opportunity to showcase your skills and make a difference in a stunning location
- Personal and professional development opportunities
- Employee discounts, including 50% off at the Brentwood Bay Pub, Arbutus Room, and Spa Treatments at the Brentwood Bay Spa, as well as 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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