Guest Service Agent (F/T) - Chateau Nova Peace River

VanWonen; Peace River; On-site; CAD 28,000 - 38,000; Full time

Benefits offered by this job

Staff rates

Friends & Family rates

Extended health benefits

Employee discounts at F&B outlets

Job summary

Nova Hotels in Western Canada is seeking a Guest Service Agent to greet guests, check in/out, and resolve issues with professionalism. You will be the first impression of the property and help maximize room sales while ensuring payments comply with hotel policies.

The role includes morning, evening, and overnight shifts, weekends and holidays. A minimum 1–2 years in hospitality and strong English communication are preferred. Training and teamwork are emphasized in a supportive environment.

Qualifications

• Legally able to work in Canada and fluent in English.
• 1–2 years in hospitality preferred; experience with PMS/POS is an asset.
• Strong communication, guest service, and problem-solving skills.

Responsibilities

• Greet guests and manage check-in/check-out processes professionally.
• Provide courteous, accurate information and resolve guest concerns.
• Upsell rooms and services while ensuring adherence to hotel policies.
• Coordinate with front desk and other departments as needed.
• Maintain front desk organization and hygiene standards.
• Log and report lost and found items per procedures.

Skills

Customer service

Communication

Teamwork

Conflict resolution

Upselling

Education

High School diploma

Post-secondary education asset

Hospitality training asset

Tools

PMS

POS system

Switchboard

Job description

We are looking for a Guest Service Agent to add to our team. This position will work morning, evening, and overnight.

PRIMARY FUNCTIONS

Reporting to the Front Office Manager, the main duty of the Guest Service Agent is to ensure the satisfaction of all hotel guests by providing exceptional customer service. You are the first impression of the property; you welcome guests in a professional and friendly manner at all times and resolve any guest issues as they come up. Sell rooms to hotel guests that call or come to the desk and ensure that sufficient payment in collected in accordance with hotel policies. This position includes days, evenings, weekends and holidays.

Responsibilities and Essential Duties

• Follows all established and future front office Standard Operating Procedures.
• Provides exceptional, courteous service to customers by adhering to Nova Hotels standards
• Communicates effectively with customers, co-workers, and supervisors
• Handles difficult guest inquiries and concerns effectively
• Demonstrates teamwork by cooperating and assisting at the front desk as needed
• Provides courteous, prompt, and accurate inter-hotel communications to staff and customers
• Effectively makes and alters reservations within the hotel PMS system
• Promptly checks in or checks out guests, with attention to detail and accuracy
• Reports, turns in, and/or logs all lost and found items according to established procedures
• Utilizes up-selling techniques to maximize profitability.
• Performs duties as a key member of the Health & safety team
• Maintain regular attendance as per scheduling which will vary according to occupancy of the hotel
• Ensures organization and cleanliness of the front desk area.
• Reports all concerns related to Engineering/Maintenance, Health and Safety, Security or Suspicious circumstances (including smells/sights and sound) immediately to the appropriate leader
• Adheres to all Nova Hotels standards, including Hygiene, Health and Safety, and Guest Interactions.
• Other projects/duties as assigned.

Education

• Must be able to legally work in Canada
• Must speak and read fluent English
• High School diploma is required
• Post-Secondary education and/or previous hospitality training considered an asset

Job Specifications and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience: 1-2 years experience in hospitality industry is considered an asset. Experience in PMS, POS and switchboard is an asset.
• Interpersonal Skills: Focuses on solving conflict, Maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.
• Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations. Ability to respond to common inquires or complaints from suppliers. Strong computer and telephone abilities.
• Community Minded: Knows the community in which they work; able to give clear concise directions, follows and participates in local events, holidays and functions

PHYSICAL DEMANDS

• Typically long periods of sitting, some standing, walking, bending, crouching or stooping; occasionally lifting 5-10 lbs
• Watching a computer screen for long periods of time

WORK ENVIRONMENT

• The work environment is an office setting, which has the following conditions: low-medium noise environment; high traffic area for internal and external guests, exposure to office equipment such as photocopier, fax and telephone.
• Potential exposure to theft and/or belligerent guests.

Nova Perks

• Staff Ratesat any of our locationsthroughout NWT, Saskatchewan and Alberta
• Friends & Family Ratesat any of our locations
• Extended Health Benefitsfor full time employees
• Employee Discounts at the F&B Outlets

About Us

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.