Guest Service Agent

Sandman Hotel Group; Vancouver; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

Team member discounts

Hotel stays

Dining discounts

Career development opportunities

Employee assistance program

RRSP matching

Extended health and dental

Tuition credit program

Job summary

The Sutton Place Hotel Vancouver, part of Northland Properties, invites energetic Guest Service Agents to join our downtown team. You will greet guests, check them in, answer inquiries, and ensure a memorable stay with warmth and professionalism.

Ideal candidates have a high school diploma, customer service experience, and a passion for hospitality. You will collaborate across departments to deliver outstanding service and maintain the hotel’s renowned standards.

Qualifications

• Experience in customer service
• Strong working knowledge of hospitality industry principles, methods, practices, and techniques
• Able to communicate both verbally and in writing
• Ability to analyze client needs and offer appropriate options and resolutions
• Exceptional conflict resolution and objection handling skills

Responsibilities

• Greet and communicate with guests in a professional manner.
• Register arriving guests and assign rooms.
• Make and modify reservations.
• Maintain an inventory of vacancies, reservations, and room assignments.
• Answer enquiries regarding hotel services by email, telephone and in person.
• Provide information about community services and respond to guest complaints.
• Present statements of charges and receive payment.
• Coordinate with hotel departments to ensure smooth operations.
• Ensure public spaces are maintained and well presented.
• Perform other duties as assigned.

Skills

Customer service

Hospitality knowledge

Communication

Conflict resolution

Relationship building

Education

High School Diploma or GED

Tools

Opera/Opera Cloud

Job description

Job Description

Posted Friday, August 21, 2026 at 7:00 AM

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.

Few hotels can rival the elegance, European charm, and hospitality of The Sutton Place Hotel Vancouver. Situated in the heart of downtown Vancouver, The Sutton Place Hotel Vancouver has over 560 guest rooms and suites, approximately 15,000 sq. ft. of meeting/event space, and its spectacular setting allows guests to experience exceptional service with first-class amenities, from a personal concierge to a signature restaurant Boulevard Kitchen & Oyster Bar, complete beauty center at Vida Spa and Wine Merchant. Set against a majestic backdrop of mountains and sea, and with the city's famous shopping, business, arts, and entertainment districts just steps away, guests will experience the perfect blend of luxury and cosmopolitan ambience. With its opulent surroundings, The Sutton Place Hotel Vancouver brings a taste of Europe to one of North America's most beautiful cities.

The Sutton Place Hotel Vancouver has been voted 'BC's Leading Hotel' at the World Travel Awards, has been listed as one of Travel + Leisure's Top 500 in the World's Best Hotels, and is a perennial Cond Nast Traveler Gold List favorite.

Guest Service Agent

This position delivers the first impression our guests have when they stay with us. The Guest Services team will always have the primary goal of delivering incredible experiences to our guests, with friendliness and genuine care for our guests being the most important thing in their role.

Job Duties

• Greet and communicate with guests in a professional manner.
• Register arriving guests and assign rooms.
• Making and modifying reservations.
• Maintain an inventory of vacancies, reservations, and room assignments.
• Answer enquiries regarding hotel services by email, telephone and in person, provide information about services available in the community and respond to guests' complaints.
• Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized systems.
• Present statements of charges to departing guests and receive payment.
• High level of proficiency Opera/Opera Cloud
• Take over from the personnel on previous shifts, checking and accepting float and takings.
• Work closely and professionally with all hotel departments.
• Ensure public spaces are maintained and well presented.
• Perform all other duties as assigned or needed.

Requirements

• High School Diploma, G.E.D. or equivalent
• Experience in customer service
• Strong working knowledge of hospitality industry principles, methods, practices, and techniques
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
• Exceptional conflict resolution, and objection handling skills
• Able to respond quickly in a dynamic and changing environment.
• Able to build and maintain lasting relationships with other departments, key business partners, and guests.
• Able to effectively communicate both verbally and in writing.

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

SUMMATION:

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required.

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.

**We thank all applicants for their interest in Career opportunities with The Sutton Place Hotel, however, only those applicants we wish to interview will receive a reply to their application.**

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/ .