Guest Services Agent

2 days ago

Banff, Canada The Kenrick Hotel Full time

**Position Overview**:
Members of our Guest Services Department are the face of the Kenrick Hotel, responsible for providing our guests with a stay experience that is simply second to none. This role requires a dedication to service, collaboration, and creating a warm, welcoming environment for all guests.

**Duties**:

- Provide guests with a high level of attention and service, creating an authentic, personable connection, courteously answering all inquiries, and offering assistance as required.
- Efficiently check guests into and out of their rooms, potentially transporting/storing luggage, providing directions to parking, assisting guests with travel plans, and more.
- Provide guests with thoughtful, honest suggestions on local events, businesses, and activities.
- Proactively plan and prepare to make each individual stay memorable for the guest.
- Securely process room and service payments, balancing and splitting bills, sending invoices.
- Handle multiple forms of payment, including but not limited to credit, debit, cash, and gift cards.
- Answer phone calls, providing accurate, up-to-date information on rates, room types, offers, events, and more.
- Respond to online reviews with tact and professionalism, following up with management and creating next steps if required.
- Receive guest complaints thoughtfully, with an earnest desire to understand the situation, commiserate with the guest, and adequately compensate the guest per company guidelines if required.
- Consistently maintain clear lines of communication with team members, management, and other departments to contribute to the smooth operation of the hotel.
- Coordinate with management and staff to maintain preparedness in the case of an emergency and ensure safety of guests.
- Stay up to date on local events and activities.
- Book tours on behalf of guests, prioritizing guest partners and local businesses.
- Process lost and found items, contacting former guests, and coordinating with UPS to have guest items returned to them.
- Other duties as assigned.

**Job Requirements**:

- Excellent interpersonal skills.
- Passion for elevated customer service.
- Strong communication skills.
- Must be fluent in English, written and spoken. Proficiency in additional languages is an asset.
- Ability to cope with high pressure situations.
- Ability to deescalate tense situations.
- Strong sense of personal responsibility.
- Willing to work flexible hours.
- Ability to stand for long periods of time.
- Ability to bend, lift, and carry up to 50lbs.
- Experience in hotels preferred.
- Experience with Microsoft Office, Teams, Outlook, and Mews PMS considered an asset.

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

Pay: $18.00-$20.00 per hour

Expected hours: 35 per week

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Housing allowance
- Life insurance
- On-site parking
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Day shift

Ability to commute/relocate:

- Banff, AB T1L 1H1: reliably commute or plan to relocate before starting work (required)

**Location**:

- Banff, AB T1L 1H1 (preferred)

Work Location: In person

Application deadline: 2025-03-04
Expected start date: 2025-05-01

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