Night Auditor

**The Kenrick Hotel**

**Position Overview**

At The Kenrick Hotel, every detail of the guest journey matters. Our Guest Services team is the heart and soul of the hotel experience warm, intuitive, and refined. As the first and last point of contact for our guests, you are entrusted with creating moments of genuine connection, ensuring every stay feels seamless, personal, and extraordinary.

This role calls for individuals with an unwavering dedication to service, a polished presence, and the ability to anticipate guest needs before they are expressed. Night shift team members play a particularly vital role, ensuring the security, comfort, and continuity of excellence for our guests after hours.

**Key Responsibilities**
- Deliver gracious, anticipatory service at every touchpoint, embodying the spirit of genuine hospitality and luxury boutique standards.
- Provide thoughtful, seamless check-in and check-out experiences, assisting with luggage, parking directions, local orientation, and personalized recommendations.
- Process Virtual Credit Cards for pre-paid reservations.
- Serve as a knowledgeable ambassador for Banff and the surrounding region, offering curated, authentic suggestions for dining, culture, and activities.
- Anticipate guest needs and personalize stays through proactive service touches and memorable details.
- Process guest payments with discretion and accuracy, balancing accounts, preparing invoices, and managing multiple payment methods with complete integrity.
- Answer phone and electronic inquiries promptly with professionalism, precision, and warmth.
- Handle guest feedback and complaints with empathy and confidence, resolving situations in a manner that reflects The Kenrick Hotel’s high service standards.
- Maintain vigilance over hotel safety and security overnight, conducting property walk-throughs, addressing noise or disturbances, and ensuring a calm and secure environment.
- Collaborate seamlessly with colleagues across departments to ensure smooth daily operations and flawless service continuity.
- Book tours, dining, and experiences on behalf of guests, prioritizing trusted partners and unique local offerings.
- Manage lost and found with professionalism and care, arranging safe return of items through courier coordination.
- Support the leadership team in emergency preparedness and crisis management.
- Uphold the refined standards of The Kenrick Hotel through polished communication, professional presentation, and an unwavering commitment to excellence.
- Perform additional duties as assigned to support the hotel’s operations and guest satisfaction.

**Qualifications & Requirements**
- Genuine passion for luxury service and guest engagement.
- Highly attentive to details
- Exceptional interpersonal skills, with a warm, professional demeanor.
- Strong communication abilities; fluency in English required, additional languages an asset.
- Proven ability to remain poised and effective in high-pressure or sensitive situations.
- Skill in de-escalating tense interactions with empathy and professionalism.
- Strong organizational and problem-solving abilities, with a high sense of personal accountability.
- Flexibility to work overnight shifts, with capacity to stand for extended periods and manage physical tasks (bending, lifting, carrying up to 50 lbs).
- Previous hotel or hospitality experience preferred, ideally in a luxury or boutique setting.
- Proficiency in Microsoft Office, Teams, Outlook, and PMS systems (experience with Mews an asset).

**Why Join The Kenrick Hotel?**

As part of our team, you will enjoy:

- Competitive compensation and benefits package, including extended health and dental care, disability and life insurance, and vision care.
- Staff Housing option
- Complimentary on-site parking.
- Exclusive team member events and recognition programs.
- Opportunities for professional development in a refined and supportive environment.

**Schedule**
- **Night Shift**:

- **On-Site / In-Person**

**Job Types**: Full-time, Permanent

Pay: $20.00-$21.00 per hour

Expected hours: 30 - 40 per week

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Work Location: In person