Guest Service Agent

3 months ago

Victoria, Canada Brentwood Bay Resort Full time

**What we do and are proud of**

At Brentwood Bay Resort, we’re passionate about creating a luxurious boutique experience that’s truly unique in the Greater Victoria area. Our dedication extends beyond just serving delicious meals, offering relaxing spa treatments, and providing stunning oceanfront suites. We strive to create unforgettable memories for our guests while fostering an environment where our team members can truly shine and bring their unique talents to the table. Our team is built on passion, collaboration, and a shared commitment to delivering exceptional service—all while having fun and staying true to our values of honesty, uniqueness, and graceful hospitality.

**Why this role is significant**

As a Guest Service Agent, you're the heart of hospitality, going above and beyond to meet and surpass service standards with every guest interaction. You play a key role at the resort, offering a warm welcome and continuous support throughout their stay. Your genuine empathy and careful listening are what resolve issues smoothly, making sure guests feel acknowledged and valued.

**A day in the life**
- Welcome guests warmly and professionally, making a great first impression.
- Handle reservations, including changes and cancellations, with attention to detail.
- Book rooms, dining reservations, and spa appointments for guests.
- Help guests with check-in and check-out, ensuring everything goes smoothly.
- Keep records of conversations with guests, their requests, and stay details.
- Operate the phone system smoothly and effectively.
- Share information about the resort facilities, services, and local attractions with guests.
- Handle guest feedback and complaints with professionalism and empathy.

**What you bring to the team**
- You bring a warm, professional, and graceful presence.
- Strong problem-solving skills and the ability to handle tough situations smoothly.
- An empathetic approach, actively listening and addressing concerns.
- Attention to detail and organization comes naturally to you.
- Effective, efficient, and professional communication skills.
- Open-minded and eager to learn new skills and take on new responsibilities.
- Able to multitask and prioritize tasks in a fast-paced environment.
- Proficient in Microsoft Outlook, and comfortable with booking and project management software.
- 2 years of experience in customer service or hospitality.
- Weekend availability required.
- Physically fit and able to stand for long periods.

**Why work with us at BBR**
- The wage offered for this position is $21 to $22 per hour.
- We are committed to the health and wellness of our team members and offer extensive benefits.
- Be a part of an award-winning culture with personal and professional development opportunities.
- The opportunity to showcase your skills and make a difference in a stunning location.
- 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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