Guest Experience Specialist — Flexible Schedule

Northland Properties; Quesnel; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Team member discounts and benefits

Hotel and restaurant discounts

Career development and internal growth

RRSP matching program

Extended health, dental and vision

Complimentary hotel stays

Employee referral bonus

Job summary

Sandman Hotel Group is seeking a Guest Service Agent to be the face of our hotels in Canada. You will greet guests, check them in/out, handle inquiries, and coordinate transportation while maintaining a welcoming environment.

Proficiency with Opera/Opera Cloud and strong communication skills are essential. This role emphasizes excellent customer service, teamwork, and a proactive approach to resolving guest needs.

Qualifications

• Two-year apprenticeship in front desk operations or hotel management (or equivalent).
• 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 guest needs and offer options, solutions and resolutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Effective verbal and written communication.
• Proficiency with Opera/Opera Cloud.

Responsibilities

• Provide a warm, welcoming and friendly environment for guests.
• Check guests in and out of the hotel.
• Assist with luggage and provide keys, pamphlets, and discount cards.
• Answer inquiries from guests and arrange transportation.
• Handle reservations by phone; manage billing and payments.
• Print and review in-house reports every two hours.
• Maintain a tidy front desk area and refer inquiries appropriately.
• Project a positive, professional image to visitors and partners.
• Share information about hotel amenities and local activities.
• Report security issues to the Manager.

Skills

Customer service

Time management

Adaptable to change

Exceed guest expectations

Verbal and written communication

People management

Analytical thinking

Education

Two-year apprenticeship in front desk operations or hotel management

Tools

Opera/Opera Cloud

Job description

First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're 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. At Sandman Hotel Group, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team.

JOB REQUIREMENTS:

• Completion of a two-year apprenticeship program 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 the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively communicate both verbally and in writing
• High level of proficiency Opera/Opera Cloud

DUTIES:

• To provide a warm, welcoming and friendly environment
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

APPLICABLE SKILLS:

• Excellent customer relations.
• Must have time-management skills.
• Adaptable to change and be able to handle multiple priorities under pressure.
• Eager and focused to exceed guest expectations.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• Discounts at Grouse Mountain & Revelstoke Mountain Resort
• Career Development, Training & Internal Promotion Opportunities
• Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
• Employee Referral Bonus Program
• RRSP Matching Program
• Extended Health, Dental, Vision & Life Insurance
• Complimentary Hotel Stays
• Tuition Credit Program
• Supportive, Inclusive Workplace Culture

SUMMATION:

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.**

**ABSOLUTELY NO PHONE CALLS PLEASE**

Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Sandman Hotel Grouptakes seriously its obligations under the Human Rights Code.