Guest Service Agent

The Role

:

As a Guest Service Agent (GSA) with our Rooms Division, you will be an important member of a team that creates an atmosphere of exceeding guest expectations, each and every shift. Your role is vital in determining what impression the guest has of our Lodge. You will find success in your role by making business decisions that are focused on upholding the highest standards in guest service while delivering against key financial goals and performance metrics for the department. In this highly visible role, the GSA is responsible for the first and last impression, the check in and check out process, communication of information and delivering authentic hospitality to each and every guest. This includes promoting the lodge and the surrounding areas, promptly following up on guest requests and concerns, using strong and effective communication with all other hotel departments, seeking feedback from guests and exceeding their expectations, whether by wowing them, or when in service recovery.

Job duties:

• Checking guests into the hotel, checking out guests from the hotel and provide service whenever required
• Provide courteous, professional and attentive guest service at all times
• Establishing a personal rapport with the guest in order to learn about their needs and expectations
• Actively seek feedback from guests, following up and taking action to exceed guest expectations, whether that is to wow the guest, or in service recovery
• A personalized touch during all guest interactions to ensure they feel welcome and special
• Must be able to work a variety of shifts mornings, afternoons, evenings and holidays
• Strong and effective communication with all other departments, and strong team work required between all inter-related departments (Housekeeping, Conference Services, Tours, Accounting, etc)
• In-depth knowledge of the Kananaskis Valley and surrounding area, to Share the Adventure and create the unrivalled Kananaskis guest experience.

Employment Experience and Educational Requirements:

• In order to be considered for this role, you have experience with POS systems, Excel and Outlook
• You are able to work well under pressure in a fast-paced environment
• Previous hotel front office experience or education completed within hospitality sector required
• Degree or Diploma in Hospitality is preferred but not required
• Professional in presentation and demeanor
• Self-motivated, excellent organizational skills and the proven ability to work well under pressure

Physical Demands:

• Required to stand for extended periods throughout the shift.
• Ability to sit for extended periods while operating the switchboard and completing administrative tasks.
• Repetitive hand, wrist, and finger movements (typing, data entry, processing payments, handling key cards, operating office equipment).
• Frequently reaching and extending arms to provide guests with key cards, invoices, and other documents.
• Regular bending, light crouching, and twisting to access drawers, printers, office supplies, and guest amenities.
• Occasional lifting, carrying, pushing, or pulling of light to moderate items (e.g., guest luggage, guest packages or office supplies.
• Verbal communication requiring clear speaking and active listening for extended periods in a fast-paced, guest-facing environment both in person and over the phone.
• Flexibility to work varied shifts, including mornings, evenings, weekends and holidays based on business levels.

Amazing Perks:

• Personal days: 5 per year after 90 days of continued full-time employment
• Food and Beverage discounts at ALL 6 of our dining outlets
• Growth and development opportunities, both personal and professional
• Onsite newly-renovated staff accommodations which include a residence convenience store and employee gym
• One meal per day in our employee cafeteria (taxable benefit)
• Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few
• Shuttle access to Calgary and Canmore
• Health and Wellness benefits (some restrictions may apply)
• Vacation is accrued starting on your first day of work at a rate of 4% of your earnings
• Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels
• Discounted access to our Nordic Spa*
• Discounted Ski Pass and Golf rates*
• Kananaskis Parks Pass