Guest Services Coordinator

1 month ago

Banff, Alberta, Canada Canadian Rocky Mountain Resorts Full time

Position Overview:

The Guest Services Coordinator plays a vital role in representing Canadian Rocky Mountain Resorts, ensuring that guests receive outstanding service from the moment they arrive until their departure. This position is essential for fostering a friendly, efficient, and unforgettable atmosphere for our visitors.

Reporting Structure:

This role reports directly to the Front Office Manager or the Guest Services Supervisor.

Key Responsibilities:

  • Welcome guests with warmth and facilitate a smooth check-in process.
  • Address guest inquiries and requests throughout their stay to maximize satisfaction, whether in person, via email, or through guest folios.
  • Resolve guest concerns and complaints courteously, with support from the Front Office management team.
  • Maintain a polished and professional appearance at all times.
  • Assist in emergency procedures as necessary.
  • Perform seasonal tasks such as snow removal and ice management in common areas.
  • Respond to reservation inquiries, complete bookings, and provide current information on rates and special packages.
  • Prepare for incoming guests by ensuring all requests are met to the best of our ability.
  • Deliver positive and efficient customer service consistently.
  • Engage with local attraction representatives to stay informed about offerings and updates.
  • Provide guests with accurate information regarding the Lodge, surrounding area, and attractions.
  • Assist guests in booking tours, activities, and dining reservations.
  • Facilitate guest check-out, ensuring accurate billing and payment processing.
  • Complete daily logs and maintain tracking records.
  • Manage the hotel switchboard, directing calls as needed.
  • Provide a detailed cash-out report at the end of each shift.
  • Perform additional duties as assigned.

Bell Person Responsibilities:

  • Greet guests warmly, assist with luggage, and open vehicle doors as needed.
  • Streamline check-in processes and escort guests to their accommodations.
  • Offer information about the resort, local attractions, and transportation options.
  • Address guest requests and issues with professionalism and efficiency.
  • 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 their rooms.
  • Support front desk staff during busy check-in and check-out periods.
  • Ensure safety and cleanliness of facilities like hot tubs and gyms.
  • Carry out other tasks as assigned to enhance the guest experience.

Qualifications:

  • Valid driver's license with a clean driving record.
  • Pro Serve Liquor Certificate.
  • Strong interpersonal and communication skills.
  • A genuine passion for customer service; prior experience is advantageous.
  • Highly organized and detail-oriented, with the ability to multitask effectively.
  • Able to thrive in high-pressure situations.
  • Familiarity with Opera PMS, Microsoft Office, and Outlook is a plus.
  • Previous experience in a hotel setting is preferred.
  • Ability to work independently and remain composed during emergencies.
  • Willingness to work flexible hours.
  • Physical requirements include the capacity to stand, sit, bend, and lift up to 50 pounds as needed.

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