Guest Service Agent

Sandman Hotel Group; City of Langley; On-site; CAD 32,000 - 52,000; Full time

Benefits offered by this job

Team member and Friends & Family hotel

Employee discounts across brands

Restaurant dining discounts

RRSP matching program

Extended Health, Dental, Vision & Life

Job summary

Sandman Hotel Group is seeking a Guest Service Agent to be the face of our hotels, delivering exceptional guest experiences from check-in to check-out. You will handle phone, email, and in-person inquiries while coordinating transportation and providing information on local activities.

The role requires strong communication, conflict-resolution, and a solid understanding of front desk procedures. Both full-time and part-time positions are available in a dynamic, guest-focused environment.

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.
• Ability to analyze and interpret client needs and offer suitable options and resolutions.
• Excellent conflict resolution, negotiation, and objection handling skills.
• Able to communicate effectively verbally and in writing.
• High level of proficiency with Opera/Opera Cloud.
• Full Time and Part Time available.

Responsibilities

• Provide a warm, welcoming and friendly environment for guests.
• Check guests in and out of the hotel.
• Luggage assistance.
• Issue 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.
• Count and verify cash and shift activity.
• Print house reports every two hours and check unresolved departures.
• Ensure front desk is stocked with needed items.
• Record wake-up calls and enter on switchboard.
• General upkeep of front desk area.
• Refer inquiries to appropriate departments.
• Present a positive and professional image to visitors and partners.
• Provide information about special activities.
• Observe and report security issues to the Manager.

Skills

Customer relations

Time management

Adaptability

Guest-experience focus

Verbal & written communication

Opera/Opera Cloud

Education

Front desk operations apprenticeship

Hotel management apprenticeship

Tools

Opera/Opera Cloud

Front desk software

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
• Full Time and Part Time available

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

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 Group takes seriously its obligations under the Human Rights Code.