Guest Service Agent

Northland Properties; Calgary; On-site; CAD 21,000 - 30,000; Full time

Benefits offered by this job

Team discounts

Complimentary stays

Restaurant discounts

Lift pass discounts

Employee events

Career growth

Training program

EAP

Refer a friend

Insurance packages

RRSP matching

Milestone rewards

Tuition support

Job summary

Sandman Hotel Group in Canada seeks a Guest Service Agent to greet guests, handle check-ins/outs, answer inquiries, and support front desk operations with a friendly, professional approach.

The role requires strong customer service, conflict resolution, and communication skills, plus experience with Opera/Opera Cloud. Perks include team discounts and growth opportunities within a large hospitality network.

Qualifications

• 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
• Able to analyse and interpret the needs of clients and offer appropriate options, solutions, and resolutions
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively 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
• Assist with luggage and provide information
• Issue room keys, pamphlets, and discount cards
• Answer inquiries from guests and arrange transportation for guests
• Respond to inquiries via telephone, e-mail and in-person
• Book telephone reservations
• Compute bills, collect payment and make change
• Verify cash, shift activity and keys
• Print updated reports every two hours
• Ensure front desk is stocked and organized
• Record wake-up calls and enter on switchboard
• Complete welcome calls and tidy front desk area
• Refer inquiries to appropriate departments
• Present a positive and professional image to visitors and staff
• Provide information about special activities
• Observe and report security issues to management

Skills

Excellent customer relations

Time-management

Adaptable to change

Exceed guest expectations

Education

Two-year front desk apprenticeship

Tools

Opera/Opera Cloud

Job description

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

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 analyse 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.

PERKS

• Rewards & Recognition
• Discounted Hotel Stays for Team Members and Family & Friends rates too!
• 25% discount at our restaurants for up to 6 people
• Discounted Passes/Lift tickets at Grouse Mountain and Revelstoke Mountain Resort
• Ongoing Employee events, incentives & recognition
• Growth Opportunities- Career Advancement starts from Within
• Dedicated Training Program
• Employee Assistance Program (EAP)- Free mental Health Support, Legal & Financial Counselling
• Refer a friend or family and earn money!
• Group Life Insurance, Extended Health, Dental, Vision Care!
• Complimentary Stays
• RRSP Matching
• Milestone Rewards
• Tuition Credit Program

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.

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.

At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.