Guest Experience Specialist

Sandman Hotel Group; San Juan de Terranova; Hybrid; CAD 38,000 - 48,000; Full time

Benefits offered by this job

Team member discounts

Friends & Family hotel discounts

Restaurant dining discounts - Moxies,

Discounts at Grouse Mountain & Revelst

Career development & internal promos

Employee & Family Assistance Program

RRSP matching

Extended Health, Dental, Vision & Life

Complimentary hotel stays

Tuition credit program

Job summary

Sandman Hotel Group is seeking a Guest Service Agent to be the face of our hotels. You are a people-pleaser who loves to go above and beyond to exceed the needs of our guests.

You'll wear many hats—from meeter and greeter to problem-defeater. This role focuses on providing a warm, welcoming environment, handling check-ins/outs, inquiries, reservations and payments while delivering exceptional service across the property.

Qualifications

• Two-year apprenticeship in front desk operations or hotel management preferred.
• 1 year of experience as a Hotel Front Desk Clerk preferred.
• Experience in all aspects of customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret client needs and offer options and resolutions.
• Excellent conflict resolution, negotiation, and objection handling skills.
• Able to communicate both verbally and in writing.
• High level of proficiency Opera/Opera Cloud.

Responsibilities

• Provide a warm, welcoming and friendly environment.
• Check guests in and out of the hotel.
• Luggage assistance.
• Issues room keys, pamphlets, discount cards, etc.
• Answer inquiries from guests and arrange transportation.
• Respond to telephone, e-mail, and in-person inquiries.
• Book telephone reservations.
• Compute bills, collect payment and make change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards.
• Print updated reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with guest items.
• Write wake-up calls and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer inquiries to appropriate departments.
• Present a positive and professional image to visitors.
• Provide information about special activities to staff and clients.
• Observe and report security issues to the Manager.

Skills

Front desk ops

Customer service

Conflict resolution

Verbal & written comms

Opera/Opera Cloud

Education

Two-year apprenticeship in front desk operations or hotel management

Tools

Opera/Opera Cloud

Job description

Sandman Hotel Group is seeking a Guest Service Agent to be the face of our hotels. You are a people-pleaser who loves to go above and beyond to exceed the needs of our guests.

You'll wear many hats—from meeter and greeter to problem-defeater. This role focuses on providing a warm, welcoming environment, handling check-ins/outs, inquiries, reservations and payments while delivering exceptional service across the property.