Front Desk Agent - Black Diamond Club

Pomeroy Lodging; Banff; On-site; CAD 23,000 - 32,000; Full time

Benefits offered by this job

Marriott Employee Travel program

Staff housing

Onsite staff accommodations

Employee cafeteria meals

Job summary

The Kananaskis Mountain Lodge, an Autograph by Marriott property, is seeking a Front Desk Agent for the Black Diamond Club. You will manage guest check-ins/outs, handle inquiries, and deliver authentic hospitality in a dynamic, guest-facing environment.

Experience with OPERA, POS systems, Excel and Outlook is required. Hospitality education is preferred; Alberta ProServe certificate is necessary. Subsidized staff housing is available for this role.

Qualifications

• Experience with OPERA, POS systems, Excel and Outlook is required.
• Hospitality-related education is preferred but not mandatory.
• Alberta ProServe certificate is required.

Responsibilities

• Check guests in and out using OPERA; post charges and manage itineraries; assist with auditing and reporting tasks.
• Provide professional, attentive service and build guest connections to anticipate needs.
• Address guest feedback and resolve issues to ensure exceptional service recovery.
• Coordinate with Housekeeping, F&B, Sales, and Banquets to ensure seamless guest experiences.
• Handle special requests (transportation, reservations, dry cleaning) by arranging providers.
• Maintain a clean, welcoming lounge and assist with setup and tidiness across the lobby.

Skills

OPERA

POS systems

Excel

Outlook

Education

Hospitality degree (preferred)

Alberta ProServe certificate

Job description

Front Desk Agent - Black Diamond Club

Rate of Pay: $20.00 per hour

THIS JOB IS LOCATED IN KANANASKIS, AB. SUBSIDIZED STAFF HOUSING IS AVAILABLE.

Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699

Start a new Adventure while working for an Autograph by Marriott resort located in the heart of the iconic Canadian Rockies! The Kananaskis Mountain Lodge is surrounded by untouched beauty and rugged mountain peaks, offering a once-in-a-lifetime opportunity for those seeking a culture that offers a work-hard, play-hard mantra, an empowering workplace, industry-best perks and benefits, and amazing development opportunities for those looking to grow a career. Join the Marriott family today!

The Role

As a Front Desk / Concierge at our Black Diamond Club in the Rooms Division, you will play a key role in exceeding guest expectations and shaping their impression of our Lodge. Success in this role requires handling a multitude of tasks in an intense, ever-changing environment and making business decisions upholding the highest guest service standards.

In this highly visible position, you will be responsible for the first and last impression, the check-in and check-out process, guest communication, and delivering authentic hospitality to each and every guest. You will act as an ambassador to help guests in rediscovering the beauty of the Canadian Rockies through various activities inside and outside the resort while promptly addressing their needs, collaborating with other departments, and exceeding expectations with exceptional service.

Job Duties

• Be proficient in all front desk responsibilities, including efficiently checking guests in and out using OPERA software, accurately posting charges, creating itineraries prior to guest arrivals, and handling auditing and reporting tasks.
• Provide professional, and attentive service at all times while building personal connections to understand and anticipate guest needs.
• Proactively seek guest feedback, follow up promptly, and take actionable steps to resolve guest complaints to exceed expectations and service recovery.
• Foster strong and effective communication and promote seamless teamwork amongst other departments such as Housekeeping, Food and Beverage, Sales, and Banquets.
• Responding to guest’s requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by planning or identifying appropriate providers.
• Supporting team members in maintaining a clean and welcoming lounge by performing tasks such as clearing tables, replenishing glassware, polishing surfaces, and ensuring overall tidiness and organization.
• Demonstrate flexibility by being available to work various shifts, including mornings, afternoons, evenings, and holidays.
• All other duties as assigned.

Employment Experience And Educational Requirements

• To be considered for this role, you have experience with OPERA, POS systems, Excel and Outlook.
• 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 proven ability to work well under pressure.
• Must have a valid Alberta ProServe certificate.

Physical Demands

• Required to stand for extended periods throughout the shift
• 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.
• Flexibility to work varied shifts, including mornings, evenings, weekends and holidays based on business levels.

Amazing Perks

• Marriott Employee Travel program providing you with discounted room rates and food and beverage discounts at any of Marriott's chain of hotels.
• 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 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
• Discounted access to our Nordic Spa*
• Discounted Ski Pass and Golf rates*
• Kananaskis Parks Pass

• Season Availability, subject to cut off dates.