Guest Service Representative

The Kenrick Hotel; Banff; On-site; CAD 40,000 - 54,000; Full time

Benefits offered by this job

Tips

Dental care

Extended health care

Disability insurance

Life insurance

Paid time off

Job summary

The Kenrick Hotel in Banff seeks a Guest Services Agent to blend front desk, concierge, and reservation duties into a seamless guest experience. You will assist with arrivals, housing, and personalized recommendations while maintaining a polished, professional level of service.

Ideal candidates possess a genuine passion for luxury hospitality, strong English communication, and the ability to handle inquiries with calm, efficiency.

Qualifications

• Genuine interest in luxury hospitality and personalized guest service.
• Excellent verbal and written communication skills.
• Professional, approachable and confident with guests.
• Strong knowledge of Banff and Bow Valley or willingness to learn.
• MEWS PMS experience is a strong asset.
• Ability to stand for extended periods and lift up to 50 lbs.

Responsibilities

• Welcome guests warmly and professionally, creating a smooth arrival and departure experience.
• Complete check-ins and check-outs, room changes, payment processing, and billing inquiries accurately.
• Assist with hotel reservations, availability inquiries, room types, packages, and guest requests.
• Provide personalized concierge services, including restaurant reservations, transportation, tours, and local recommendations.
• Communicate with guests before arrival to assist with itineraries and special requests.
• Maintain knowledge of Banff attractions, restaurants, events, and hotel offerings.
• Respond to guest inquiries by phone, email, and digital messaging promptly.
• Anticipate guest needs and personalize their stay.
• Handle guest concerns with professionalism and empathy following service standards.
• Coordinate luggage assistance, deliveries, and other guest requests.
• Maintain accurate cash handling, payment processing, and end-of-shift reconciliation.
• Communicate with Housekeeping, Maintenance, Food & Beverage, and other departments.
• Maintain knowledge of hotel emergency and safety procedures.
• Support a professional, collaborative guest-focused environment.

Skills

Luxury hospitality

Customer service

Communication

Front desk

English fluency

Tools

MEWS PMS

Job description

Expected Hours:Approximately 35 hours per week

Position Overview

At The Kenrick Hotel, luxury is personal. As aGuest Services Agent, you will play an important role in creating thoughtful, seamless, and memorable guest experiences from pre-arrival through departure.

This position combinesfront desk, guest arrival, concierge, and reservation responsibilities. You will assist guests with accommodations, local recommendations, dining and activity arrangements, transportation, special occasions, and general inquiries while maintaining a polished and professional level of service.

Key Responsibilities

• Welcome guests warmly and professionally, creating a smooth arrival and departure experience.
• Complete check-ins and check-outs, room changes, payment processing, and billing inquiries accurately.
• Assist with hotel reservations, availability inquiries, room types, packages, promotions, and guest requests.
• Provide personalized concierge services, including restaurant reservations, transportation, tours, activities, spa experiences, and local recommendations.
• Communicate with guests before arrival to assist with itineraries, celebrations, special requests, and transportation arrangements.
• Maintain strong knowledge of Banff attractions, restaurants, events, seasonal activities, and hotel offerings.
• Respond to guest inquiries by phone, email, and digital messaging in a timely and professional manner.
• Anticipate guest needs and identify opportunities to personalize their stay.
• Handle guest concerns with professionalism, empathy, and confidence while following established service recovery standards.
• Coordinate luggage assistance, deliveries, amenities, lost and found, and other guest requests.
• Maintain accurate cash handling, payment processing, and end-of-shift reconciliation procedures.
• Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and other hotel departments.
• Maintain knowledge of hotel emergency and safety procedures.
• Support a professional, collaborative, and guest-focused working environment.

Qualifications

• Genuine interest in luxury hospitality and personalized guest service.
• Excellent verbal and written communication skills.
• Professional, approachable, and confident when interacting with guests.
• Strong organizational skills and attention to detail.
• Ability to remain calm and solution-focused in a fast-paced environment.
• Strong knowledge of Banff and the Bow Valley, or a willingness to learn.
• Previous hotel, front desk, reservations, or concierge experience is preferred.
• Concierge or luxury hospitality experience is considered a strong asset.
• Experience withMEWS PMSis considered a strong asset.
• Comfortable using Microsoft Office, Outlook, and Teams.
• Fluent in English; additional languages are an asset.
• Ability to stand for extended periods and lift up to 50 lbs.
• Flexibility to work mornings, evenings, weekends, and holidays.

Additional Pay

• Commission opportunities
• Tips
• Dental care
• Extended health care
• Disability insurance
• Life insurance
• Paid time off

Schedule

• 8-hour shifts
• Morning, day, and evening shifts
• Weekends and holidays

Work Authorization

Applicants must belegally authorized to work in Canada. Employer sponsorship is not available for this position.