Guest Services Agent

The Opportunity

Banff Centre is looking for a Guest Services Agent to assist with the efficient processing of all guests while understanding their diverse needs and expectations. Often the first and most important perception of Banff Centre for these guests, our agents must be flexible, polite and have a natural inclination to respect all types of clientele. Guest Services Agents are responsible for the efficient check-in and out of all guests staying on property, while also acting as a Switchboard Operator, and dispatching emergency calls and situations as required.

Roles and Responsibilities

Reporting to the Guest Services Manager, below are some key responsibilities:

Customer Service

• Welcome and acknowledge each guest according to Banff Centre’s culture of exemplary customer service, including artists, conference guests, research, leadership and transient guests
• Address complaints and issues in a sensitive, courteous manner and assist in the resolution of those complaints where possible
• Keep up-to-date records for guests with mobility issues and allergies. Notify relevant departments of special requirements
• Keep informed on all events happening at the Banff Centre on a daily basis
• Handle room changes as required

Communication

• Keep Housekeeping informed of special requests, room changes, early check outs and stay overs
• Maintain open communication with all group coordinators and Conference Service Managers
• Inform guests of all Banff Centre policies where required (i.e. cancellation penalties)
• Ensure Management is made aware of any relevant feedback or concerns from guests and other departments

Guest Services

• Efficient and friendly check-in and check-out of all Banff Centre guests
• Provide proper information and service to guests regarding their program or conference
• Payment management by handling cash, cheques and Debit/Credit cards
• Make changes to guest stays (e.g. extend or shorten stays)
• Post and verify guest accounts
• Act as Switchboard Operator as needed (answering console, setting wake ups)
• Handle emergency calls and deal with emergency situations
• Maintain cleanliness of all Guest Services spaces
• Take guest reservations ensuring that correct guest types, segment codes, and group booking codes are used
• Initiate group files and Conference Management Packages
• Process Conference Registration fees for Conference Management Packages
• Respond instantly to all requests and changes regarding any aspect of the Banff Centre
• Evaluate all options in room allocations on a continual basis
• Process reservation cancellation charges

Other

• Respond to emergency calls and situations as required
• Keep apprised of room availability and in-house groups on a daily basis
• Perform other relevant duties as required by the Guest Services Manager that support the mandate of the Banff Centre and its ongoing success

Qualification and Educational Requirements

• Previous Guest Service experience preferred
• High School Diploma
• Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc)
• Knowledge of lodging system software/applications is highly desirable
• Highly detail oriented with exceptional organizing skills
• Excellent decision making and problem-solving skills with the ability to work well under pressure
• Able to effectively handle competing priorities, take ownership of duties and show initiative
• Strong personal integrity with an innate desire to work in an ethical and confidential manner
• Proven warm and sincere verbal communication
• Professional presentation and grooming, including wearing the proper uniform and name tag at all times

Special Requirements

• Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.

Employment Terms & Benefits

• In accordance with CUPE 4318, this is a unionized, hourly support staff position, subject to a 500 hour probationary period.
• This position pays $19.29 per hour working up to 40 hours per week on a rotating schedule.
• Benefits of working at Banff Centre are:Employee Assistance ProgramProfessional developmentStaff cafeteria and restaurant discountsOnsite fitness facility at a discounted rate - first month free for new staff!