Guest Service Agent

The Kenrick Hotel; Banff; On-site; CAD 30,000 - 60,000; Full time

Job summary

A luxury boutique hotel in Banff is seeking a Guest Services Agent/Concierge to deliver exceptional service and create memorable guest experiences. You will blend front desk duties with concierge services, requiring knowledge of local attractions and a passion for hospitality. The ideal candidate has excellent communication skills and previous hotel experience. This is a full-time position offering competitive pay and benefits.

Benefits

Dental care

Disability insurance

Extended health care

Life insurance

Vision care

Paid time off

Qualifications

• Strong local knowledge or willingness to learn about Banff.
• Ability to remain calm under pressure.
• Fluent in English; additional languages are an asset.

Responsibilities

• Deliver a warm, professional welcome to all guests.
• Provide exceptional concierge services.
• Manage phone and email inquiries with accuracy.

Skills

Communication skills

Local knowledge of Banff

Interpersonal skills

Hospitality passion

Education

Previous hotel or concierge experience

Tools

Microsoft Office

MEWS PMS

Job description

Position Overview:

As a Guest Services Agent/Concierge at The Kenrick Hotel, you are a key ambassador of our brand and values, delivering refined, thoughtful service in a luxury boutique setting. You will be the first point of contact for our guests, ensuring their stay is seamless, personalized, and memorable. This role blends front desk responsibilities with concierge services, requiring a deep knowledge of local experiences, strong communication skills, and a passion for elevated hospitality.

Key Responsibilities:

• Deliver a warm, professional welcome to all guests, ensuring a graceful arrival and departure experience.
• Provide exceptional concierge services, including proactively arranging dinner reservations, spa treatments, private tours, transportation, and personalized guest experiences.
• Communicate with guests pre-arrival to curate tailored itineraries, special requests, or celebrations.
• Share knowledgeable recommendations for local events, hidden gems, and exclusive offerings that reflect Banff’s unique charm and The Kenrick's refined standards.
• Facilitate efficient check-ins and check-outs, handle room changes, and resolve billing inquiries with discretion and accuracy.
• Coordinate guest luggage, valet arrangements, and special deliveries with attention to detail and care.
• Manage phone and email inquiries, providing accurate information on availability, room types, amenities, promotions, and services.
• Respond to online reviews and guest feedback with professionalism and accountability, involving leadership when necessary.
• Handle guest concerns with empathy and poise, ensuring all issues are addressed promptly and effectively, in line with service recovery standards.
• Maintain secure cash handling procedures, including payment processing and end-of-shift reconciliation.
• Support other departments through clear, consistent communication, contributing to a collaborative and polished guest experience.
• Manage lost and found items, coordinating returns to guests as needed.
• Remain knowledgeable of emergency protocols and assist with maintaining guest safety and preparedness at all times.
• Continuously stay informed about new local experiences, restaurant openings, seasonal activities, and hotel offerings.

Qualifications:

• Passion for luxury hospitality and personalized guest care.
• Excellent communication and interpersonal skills, with natural warmth and poise.
• Strong local knowledge or a willingness to learn about Banff and surrounding areas.
• Fluent in English; additional languages are considered an asset.
• Ability to remain calm under pressure and de-escalate guest concerns with confidence.
• Able to work a flexible schedule, including evenings, weekends, and holidays.
• Capable of standing for extended periods and lifting up to 50 lbs.
• Previous hotel or concierge experience is preferred; prior concierge experience will be considered a strong asset.
• Proficiency with Microsoft Office, Outlook, Teams; experience with MEWS PMS is a strong asset.

Additional Details:

• Job Types: Full-time
• Pay Range: $19–$20.00/hour
• Expected Hours: Approximately 35 hours per week
• Visa Requirement: Must be legally authorized to work in Canada. Sponsorship is not available.

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Vision care

Flexible language requirement:

• French not required

Schedule:

• Rotating Day and Afternoon Shifts

Job Types: Full-time, Permanent

Pay: $19.00-$20.00 per hour

Expected hours: 35 – 40 per week

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Front desk: 1 year (preferred)

Location:

• Banff, AB T1L 1H1 (required)