Guest Service Agent/Night Audit Relief

Banff-Collection-By-Innvest-Hotels; Banff; On-site; CAD 32,000 - 42,000; Full time

Job summary

InnVest Hotels in Banff is seeking a Guest Service Representative to warmly welcome guests, register arrivals, and support the front desk operations. You will handle reservations, room assignments, and guest requests with professionalism and accuracy.

The role requires strong English communication, a customer-focused mindset, and the ability to collaborate with housekeeping and other hotel departments to ensure a smooth guest experience.

Qualifications

• High school graduate or equivalent.
• Excellent written and verbal communication in English.
• Ability to work day, evening and night shifts, including weekends and holidays.

Responsibilities

• Create a welcoming environment for guests.
• Register guests and assign rooms; accommodate special requests.
• Understand room status, rates, and reservations; coordinate with housekeeping.

Skills

Guest service

Communication skills

Organizational skills

Administration

Computerized systems

Professional image

Team player

Customer focus

Education

High school diploma

Tools

POS software

Job description

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.
Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.
With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest's portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.
At InnVest, our mission is simple to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada's largest independently-owned and operated hotel portfolio.

Activities

The duties and responsibilities for the Guest Service Representative include, but are not limited to the following:

• Create a welcoming environment for our guests.
• Register guests and assign rooms, accommodating special requests whenever possible.
• Complete pre-registration and blocking of rooms for reservations/guest arrival.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possess a working knowledge of the reservations, takes reservations for guests both in house and call in, understanding of the cancellation procedures.
• Process guest check-outs.
• Post and file all charges to guest, master, and city ledger accounts.
• Work closely with all hotel departments to improve service delivery and efficiency.
• Coordinate guestroom maintenance work with the engineering and maintenance division.
• Report any unusual occurrences or requests to the manager or supervisor.
• Know all safety and emergency procedures, is aware of accident prevention policies.
• Ensure the work environment is tidy and well organized at all times (lobby).
• Adhere to all health and safety guidelines and standards.

Competencies We Are Seeking

• Excellent written and verbal communication skills in English
• Excellent organizational, interpersonal and administration skills
• Proficient or familiar with computerized systems
• Demonstrated knowledge of guest service and a genuine desire to exceed guest expectations
• Present a high degree of professional work ethic and image
• High school graduate or equivalent
• Availability to work day, evening and night shifts any day of the week including weekends and holidays

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

Dedicated

Devoted to a task or purpose with loyalty or integrity

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Thought Provoking

Capable of making others think deeply on a subject

Team Player

Works well as a member of a group

Functional Expert

Considered a thought leader on a subject

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Flexibility

Inspired to perform well when granted the ability to set your own schedule and goals

Goal Completion

Inspired to perform well by the completion of tasks

Entrepreneurial Spirit

Inspired to perform well by an ability to drive new ventures within the business