Front Desk Agent

Canadian Hostelling Association; Banff; On-site; CAD 32,000 - 42,000; Full time

Benefits offered by this job

Staff accommodation

Discounted meals

Free HI memberships

Opportunities for advancement

Job summary

HI Banff, part of the Hostelling International network, is seeking a Front Desk Agent in Banff. You’ll greet guests, manage check-ins, offer local tips, and help ensure an exceptional stay in a busy, friendly hostel environment.

You’ll work with a team of travelers from around the world, with opportunities to move into leadership roles as you gain experience. Training on our Property Management system will be provided.

Qualifications

• Experience in front desk roles is preferred but not required.
• Willingness to learn about the hostel and town and share local tips.
• Customer-focused with a friendly, positive attitude.

Responsibilities

• Be the face of the hostel, greet guests, and ensure a pleasurable stay.
• Assist guests with check-in/check-out, bookings, and inquiries.
• Coordinate with other departments to keep daily operations smooth.
• Handle guest requests and resolve complaints professionally.
• Support growth into leadership roles within the network.

Skills

Customer service

Communication

Problem-solving

Calm under pressure

Quick learner

Tools

Property Management System (PMS)

Job description

Banff is a world-class destination, it’s on every backpacker’s bucket list, both for the unspoiled wilderness and outdoor opportunities the National Park has to offer. The town is internationally renowned for being a great place to work, live and party with young travel driven people from all over the world and there’s no better place to do this than at our hostel.

We’re a team of avid travellers who’ve chosen to work in this place, and this hostel, because we want to be immersed in a culture of other like-minded people who believe in respecting each other, learning about other people’s cultures, making meaningful connections, and getting the best out of their Canadian experience.

There’s room for growth and discovery! Many of our leaders started out on the front lines, and we’re eager to promote from within and provide opportunities to try out different roles. Looking to stay in Canada permanently? We can help! Ask us about our Manager‑In‑Training (MIT) program!

Our staff accommodation has everything you need and is extremely affordable, one of the cheapest in town, fully furnished with all utilities included. We have a fleet of mountain bikes and all the camping equipment you need to get out and explore even more.

What’s in it for you ?

• Get the best value on staff accommodation: $6.50 per day for a shared room in one of our seven on‑site staff apartments. Shortest commute to work guaranteed.
• Constant events to join in on with other guests and staff, such as karaoke, pub crawls, BBQs, campfires, learn‑to‑rock‑climb days, spikeball tournaments, yoga classes, ... or borrow one of the mountain bikes, canoes, paddle boards, or camping gear and head out with your teammates for your own adventure!
• All units are fully furnished with all utilities/cable TV provided!
• Free stay at other HI properties (13 other hostels in the Banff/Jasper/Yoho area alone!) and 50% for your friends and family.
• 40% off any meals in our restaurant, and great deals in our bar: “The Storm Cellar”.
• Free Hostelling International Memberships.
• Meet like‑minded travellers everyday and become their local guide.
• A laid‑back atmosphere where the uniform’s a T‑shirt and the motto is to have fun.
• Employee & Family Assistance Program.

What you will be doing as a Front Desk Agent

• You’ll be the face of the hostel and a guest’s first impression, so we’re looking for someone who brings positive energy and a genuine smile to work with them. You’ll ensure that our guests have a pleasurable stay by meeting their needs in a professional and courteous manner.
• Our team is encouraged to connect with guests beyond the check‑in desk and you’ll quickly become their go‑to for all things Banff. From sharing local tips to chatting about adventure plans. You may even find yourself joining them.
• The front desk can be a busy environment, so the ability to manage a high workload is essential. Throughout each shift, a Front Desk Agent is expected to answer phone calls and emails, check in guests efficiently, provide recommendations / helpful advice and communicate consistently with all other departments to ensure the day runs smoothly.
• On the days that don’t go so smoothly, an understanding of service recovery, conflict management, and the ability to resolve guest complaints effectively would be beneficial.
• We’re always looking for ambitious candidates who want to grow within the industry and acquire leadership experience. Most of our Assistant General Managers and General Managers in our network started as Front Desk Agents. We love sharing our knowledge and helping our staff get the most of their experience with us.

What we look for

• Ideally, you’ll have some prior Front Desk experience in hostels or hotels however this is not a requirement. We’ll train you up on our Property Management system, but some PMS experience will be a key asset to get you through the door.
• You’ll need to be a quick learner with a strong willingness to continue learning, as you’ll quickly become a go‑to source of knowledge on the hostel, the town, and the park. Guests will often turn to you for answers on all kinds of questions, so confidence, curiosity and a helpful attitude are key.
• We’re looking for someone who can think on their feet and stay calm under pressure. Front desk can be fast‑paced and unpredictable, so strong problem‑solving skills and the ability to prioritize tasks are essential. Being organized, proactive, and one step ahead will help you manage busy check‑ins, guest requests, and the unexpected with confidence and ease.
• Finally, while we work hard and hold high standards, we also love to have fun. We’re looking for someone who brings great energy to the team, enjoys a laugh during busy shifts, and genuinely fits into a positive, supportive workplace culture. If you can balance professionalism with personality, you’ll feel right at home here.

Join our community

If everything you read above got you excited, you'll be a great fit for our team. Whether you're on a working holiday and this will be a short stop on a longer trip, or you're looking to stay connected to the hostel lifestyle by working among travellers, HI Banff is the right place for you.

Our team is made up of people from all over the world who are bound by our shared desire to discover new places, meet new people, and keep living the traveling life. You recognize that what draws you to Banff is what draws our guests here, and you're committed to working with a team of like‑minded people to create a unique experience for everyone that comes through our doors.

Wondering what working for us would look like? Check out @hibanff on Instagram for a sneak peek and visit www.hihostels.ca/workinbanff for more info.

As part of our standard hiring procedure, successful candidates will be subject to comprehensive background checks. These checks may include employment verification, reference checks, educational qualifications verification, and criminal record checks where applicable.

About HI

We love travelling. To us, travel isn’t just about going to places, it’s also about meeting people, discovering cultures, eating new food and most of all, learning how people do things differently than we do back home.

We believe that through hostelling, we become more conscious of the world around us; and we can even make the world a better place. Our mission is to build a community of conscious travellers who share a greater understanding of people, places and cultures through our network of hostels and people.