Front Desk

3 weeks ago

Banff, Canada Canadian Rocky Mountain Resorts Full time

Guest Services Agent / BellPerson

Buffalo Mountain Lodge, Banff AB Front Desk Primary Function

Guest Services Agents are the ambassadors of Canadian Rocky Mountain Resorts, providing exceptional customer service from the initial reservation through to check-out. This role is crucial in creating a welcoming, efficient, and memorable experience for our guests.

Reports to Front Office Manager/Assistant Front Office Manager/Guest Services Supervisor Hours As required Duties & Responsibilities

As a Guest Services Agent :

Welcome guests to the Lodge and provide an efficient check-in experience. Handle guest requests or inquiries during their stay to ensure maximum guest satisfaction in person, through email or guest folio. Address all guest issues and complaints in a courteous manner, with the support of the Front Office management team, including assistance with fireplaces. Maintain a professional and presentable appearance at all times. Assist with emergency procedures when required. Some shoveling and Ice chipping of common guest areas & firepit (Winter). Respond to reservation enquiries, complete room reservations and provide guests with up-to-date information on our rates, special offers and packages. Prepare arriving reservations, ensuring guest requests are met to the best of our ability. Assist in providing positive and efficient customer service. Meet with representatives of local attractions and tours to stay current on all options and keep all staff aware of changes. Provide guests with accurate and relevant information about the Lodge, local area and attractions. Book tours, activities and restaurant reservations for guests. Check out guests, provide accurate billing information and correctly process payments. Ensuring the completion of daily logs and tracking. Manage the hotel switchboard, directing calls to other departments as necessary. Provide an accurate cash-out report at the end of each shift. Other duties as assigned.

As a Bell Person :

Greet guests warmly, assist with luggage, and open vehicle doors if needed. Expedite check-in and escort guests to rooms when ready. Provide information about the resort, local attractions, transit, etc. Handle guest requests and issues professionally and efficiently. Assist with tour and transportation bookings as needed. Replenish lobby supplies and amenities (brochures, towels, lockers, etc.). Maintain cleanliness of lobby area, entrances, walkways. Shovel snow, salt pathways, and clear leaves from entry areas. Assist guests requiring mobility assistance to their rooms. Support front desk agents during peak check-in/out times. Ensure safety and tidy state of facilities like hot tubs, gyms. Other tasks as assigned to enhance the guest experience. Experience Valid driver’s license with clean abstract. Pro Serve Liquor Certificate. Excellent interpersonal and communication skills. A passion for customer service; previous experience is an asset. Highly organized and detail oriented, with the ability to multitask. Able to cope in high pressure situations. Experience with Opera PMS, Microsoft Office and Outlook is an asset. Previous hotel experience preferred. Must be able to work independently and remain calm in the event of emergency situations arise. Willing to work flexible hours. Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required).

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