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Guest Relations Specialist

3 months ago

Banff, Alberta, Canada Canadian Rocky Mountain Resorts Full time

Position Overview: Guest Relations Specialist

As a key representative of Canadian Rocky Mountain Resorts, the Guest Relations Specialist plays a vital role in delivering outstanding customer service from the moment a reservation is made until the guest's departure. This position is essential in fostering a warm, efficient, and unforgettable experience for all visitors.

Reporting Structure: This role reports directly to the Front Office Manager or Assistant Front Office Manager.

Key Responsibilities:

  • Welcome guests upon arrival and facilitate a smooth check-in process.
  • Address guest inquiries and requests throughout their stay, ensuring satisfaction through personal interaction, email communication, or guest folio management.
  • Handle guest concerns and complaints with professionalism, collaborating with the Front Office management team as necessary.
  • Maintain a polished and professional appearance at all times.
  • Assist in emergency procedures when required.
  • Perform seasonal tasks such as snow removal and ice management in common areas.
  • Respond to reservation inquiries, manage room bookings, and provide guests with current information on rates, promotions, and packages.
  • Prepare for incoming guests by ensuring all requests are met to the best of our capabilities.
  • Deliver positive and efficient customer service at all times.
  • Engage with local attraction representatives to stay informed about offerings and changes.
  • Provide accurate and relevant information regarding the lodge, surrounding area, and attractions.
  • Assist guests with booking tours, activities, and dining reservations.
  • Process guest check-outs, ensuring accurate billing and payment handling.
  • Complete daily logs and tracking reports as required.
  • Manage the hotel switchboard, directing calls to appropriate departments.
  • Provide a detailed cash-out report at the end of each shift.
  • Perform additional duties as assigned.

Bell Person Responsibilities:

  • Warmly greet guests, assist with luggage, and open vehicle doors as needed.
  • Facilitate check-in and escort guests to their accommodations when ready.
  • Offer information about the resort, local attractions, and transportation options.
  • Address guest requests and issues in a professional and efficient manner.
  • Assist with tour and transportation arrangements as required.
  • Restock lobby supplies and amenities, ensuring a welcoming environment.
  • Maintain cleanliness in lobby areas, entrances, and walkways.
  • Perform seasonal maintenance tasks such as snow shoveling and pathway salting.
  • Assist guests with mobility needs to ensure a comfortable stay.
  • Support front desk agents during busy check-in and check-out periods.
  • Ensure the safety and cleanliness of facilities such as hot tubs and gyms.
  • Complete other tasks as assigned to enhance the overall guest experience.

Qualifications:

  • Valid driver's license with a clean driving record.
  • Pro Serve Liquor Certificate is preferred.
  • Exceptional interpersonal and communication skills.
  • A strong passion for customer service; prior experience is advantageous.
  • Highly organized and detail-oriented, with the ability to manage multiple tasks.
  • Ability to perform well under pressure.
  • Familiarity with Opera PMS, Microsoft Office, and Outlook is a plus.
  • Previous experience in the hospitality industry is preferred.
  • Must be able to work independently and remain composed in emergency situations.
  • Willingness to work flexible hours as needed.
  • Physical requirements include the ability to stand, sit, bend, and lift up to 50 pounds.