Guest Experience Agent

**What we do and are proud of**

At Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.

Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.

**Why this role is significant**

As a Guest Experience Agent, you are often the first and last touchpoint in a guest’s journey. You set the tone for their stay and leave a lasting impression. Your role goes far beyond the front desk. You are a warm host, thoughtful problem-solver, and knowledgeable guide who helps guests feel welcomed, understood, and genuinely cared for from the moment they reach out to us.

This position blends graceful service with sharp attention to detail, requiring both emotional intelligence and operational precision. You anticipate needs before they are spoken, personalize each stay with care, and work closely with colleagues across departments to deliver service that feels natural, polished, and truly personal. Whether offering a warm smile, solving a last-minute request, or curating the perfect local recommendation, you help transform everyday moments into something memorable.

**A day in the life**
- Greet and engage guests with warmth, professionalism, and an intuitive understanding of their needs
- Coordinate seamless guest experiences, including accommodations, spa bookings, dining reservations, and offsite activities
- Proactively personalize service based on guest preferences, past visits, and special occasions
- Document guest notes, requests, and preferences to support consistent service across departments
- Manage room and package reservations in the PMS with accuracy and attention to detail
- Perform check-ins and check-outs while ensuring billing, documentation, and communication meet our standards of excellence
- Answer and direct phone calls clearly, courteously, and with a solutions-focused approach
- Prepare welcome notes, amenities, and thoughtful touches that elevate the guest experience
- Contribute to a collaborative, proactive, and accountable team environment
- Share insights and observations that help enhance service consistency and guest satisfaction

**What we hope you'll bring to the team**
- 1-2 years of front desk experience, with flexibility to work morning, midday, and evening shifts
- Confidence with property management systems, Outlook, and basic office tools
- Exceptional communication skills, both verbal and written, with a polished, professional tone
- Ability to manage multiple priorities while remaining calm, accurate, and composed under pressure
- A professional appearance and conduct that reflects the resort’s elevated brand and guest service standards
- A naturally empathetic and solutions-oriented mindset, especially in guest-facing situations
- A strong sense of accountability, with pride in delivering consistent, high-quality work
- Confidence in decision-making, paired with sound judgment and instinct in service moments
- Adaptability and a growth mindset, with motivation to learn, evolve, and contribute to team success

**What's in it for you**
- This position offers a competitive wage of $21-$23 per hour, based on experience and internal equity
- Extended health and dental benefits after three months of employment
- An award-winning workplace, recently recognized as Outstanding Workplace of the Year
- Opportunities for personal and professional development in a supportive and inspiring environment
- Employee perks, including 50% off at the Pub, Arbutus Room, and Spa treatments, free hotel stays, and discounts for friends and family

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

Pay: $21.00-$23.00 per hour

Expected hours: 35 - 40 per week

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Vision care

Work Location: In person