Guest Service Agent

Northland Properties; Cranbrook; On-site; CAD 32,000 - 46,000; Full time

Benefits offered by this job

Team discounts

RRSP Matching Program

Extended Health, Dental, Vision & Life

Job summary

Northland Properties is seeking a Guest Service Agent for its Sandman Hotel Group properties. You will be the face of the hotel, delivering exceptional guest experiences and handling front desk duties with a positive, professional attitude.

Responsibilities include check-in/check-out, guest inquiries, reservations, and coordinating transportation and services. The role emphasizes strong communication, problem-solving, and a polished presentation to guests.

Qualifications

• Completion of a 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, solutions and resolutions.

Responsibilities

• Provide a warm, welcoming and professional environment at the front desk.
• Check guests in and out of the hotel.
• Assist with luggage and provide directions and transportation arrangements.
• Issue room keys, pamphlets, discount cards and other materials.
• Answer inquiries via phone, email and in person; arrange reservations.
• Compute bills, collect payments and make change; verify cash and reports.

Skills

Customer relations

Time management

Adaptable under pressure

Guest-focused service

Education

Two-year front desk apprenticeship or hotel management

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 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.

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

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.

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.

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.