Guest Service Pro: Front Desk Champion

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

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.