Guest Service Agent

Sandman Hotel Group; Cranbrook; Hybrid; CAD 35,000 - 45,000; Full time

Benefits offered by this job

Team Discounts

Employee Discounts at Hotel Brands

Complimentary Hotel Stays

RRSP Matching Program

Extended Health, Dental, Vision & Life

Tuition Credit Program

Job summary

Sandman Hotel Group in Cranbrook, BC is seeking a friendly Guest Service Agent to welcome guests and manage front desk duties with a focus on service excellence. You’ll handle check-ins/outs, reservations, and guest inquiries while maintaining a polished, professional image.

Required are a two-year front desk apprenticeship (or hotel management), strong customer service skills, experience with Opera/Opera Cloud, and the ability to resolve issues quickly.

Qualifications

• Two-year apprenticeship 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 options and solutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to communicate effectively 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.
• Luggage assistance.
• Issue room keys, pamphlets, discount cards, etc.
• Respond to inquiries from guests and arrange transportation.
• Handle reservations by phone.
• Compute bills, collect payment and make change.
• Count and verify cash, shift activity, keys, gift certificates and wireless cards.
• Print updated reports every two hours.
• Ensure front desk is stocked with needed items.
• Write wake-up calls and enter switchboard notes.
• Complete welcome calls.
• Keep front desk area clean and tidy.
• Refer inquiries to appropriate departments.
• Present a positive, professional image to visitors and partners.
• Provide information about activities to staff/clients.
• Observe and report security issues to the Manager.

Skills

Excellent customer relations

Time management

Adaptable to change

Guest-expectation focus

Education

Two-year front desk apprenticeship 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

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.