HSR- Front Desk Agent

CAREER OPPORTUNITY ~  FRONT DESK AGENT

Position:

Front Desk Agent

Department:

Front Desk

Reports To:

Front Desk Manager

Position Status:

Two positions available: Seasonal Contract and Full-time

Who We Are: At Horseshoe Resort, we are a team that loves to serve people, priding ourselves on the service that our colleagues deliver to our guests. Horseshoe Resort is always looking for talented individuals to join our growing team of hospitality professionals and recreation enthusiasts. If you are outgoing, friendly and love adventure and the outdoors, you may be the person we are looking for

Position Summary:  The Front Desk Agent is responsible for servicing guests as they arrive at the hotel, including welcoming them to the resort and checking them in while ensuring the highest level of guest satisfaction. This person will be responsible for becoming familiar with packages and group rates offered by the resort. Front desk agents will need to keep in communication with housekeeping to have the recent room status information. There are two positions available: full-time and seasonal contract (December March 2026)

Duties & Responsibilities:

• Be knowledgeable about the Resort, all its amenities, its policies as well as the surrounding area.
• Be familiarized with the general rates, packages, group/special event rates.
• Become well familiarized with general and special rates, plans, and packages
• Ensure that all special requests or problems are routed to the appropriate areas and follow up with outcome.
• Balance inventory of rooms and take appropriate action to rectify.
• Assign rooms for groups that require special attention (i.e. Hockey team, school trip) to better accommodate all parties involved.
• Welcome and register guests arriving, follow policy and procedures regarding billing and standards.
• Inform Housekeeping Team of any changes in room status, room moves, request or concerns and maintain positive communication and strong sense of teamwork between departments.
• Log any in-house guest issue in a log book to record for next shifts and for better follow up and communication.
• Check out guests in a timely manner and be empowered to rectify any issue upon their departure to achieve our goal of guest loyalty and satisfaction.
• Prepare the next days team for success(i.e. arrival packages, restock inventory of pens, vouchers, papers, etc)
• Emergency Calls: monitor and respond to the emergency phone lines and follow Health and Safety procedures to take action. (i.e. calling 911 and filling out supporting documentation)
• Answer individual work email accounts as well as shared accounts and direct information to appropriate departments.

Qualifications:

• Positive and passionate, conveying to our guests and callers enthusiasm in every interaction.
• Must be creative, self-starter, able to meet deadlines, work independently/part of a team and possess excellent interpersonal skills.
• Highly organized, detail oriented, individual with the ability to multitask.
• Excellent verbal and written communication skills.
• Reliability and punctuality are imperative.
• The ability to work independently and as part of a team.
• The role requires working weekends, holidays and shifts vary from days, mid-shift and evenings. Hours of department from 7am-11pm daily.
• Able to stand on your feet for extended periods of time.

Our Commitments to You:

• Supportive Experience - Our goal is to provide our guests with an exceptional experience and we are just as committed to ensuring that your experience is equally exceptional.We strive to create a positive and inclusive workplace where our employees feel valued and heard.
• Value-Added Perks - As part of our team you will enjoy exclusive employee discounts and special offers on accommodations, dining and amenities at any of our affiliated Resorts which include Muskoka Bay Resort and Deerhurst Resort.
• Career Mobility - With multiple properties within the Freed Hotels & Resorts portfolio, we provide opportunities to explore different roles, locations and career paths within the organization, giving you the flexibility and ability to shape your career journey.

Visa Requirements: Must be eligible to work in Canada

The above job description is not intended to be exhaustive lists of all responsibilities, skills or efforts associated with or expected of the role, but are intended to accurately reflect principal job elements.