Guest Service Representative/Relief Night Auditor

Wickaninnish Inn; Tofino; On-site; CAD 28,000 - 32,000; Full time

Job summary

The Wickaninnish Inn in Tofino, BC, is seeking a Guest Service Representative/Relief Night Auditor for our Front Office team. The GSR greets guests, checks them in, handles reservations, and coordinates services to ensure a smooth stay.

This role requires strong guest service skills, a professional demeanor, and the ability to work evenings and weekends. Two years in service or one year in luxury, plus a two-year Hotel Management/Front Desk program, are assets; familiarity with Maestro, SynXis,

Qualifications

• Minimum 2 years' experience in the service industry or 1 year in a high‑end luxury environment.
• Completion of a 2‑year college program in Hotel Management/Front Desk Operations or equivalent experience is an asset.
• Working knowledge of front desk systems and MS Word/Excel is an asset.

Responsibilities

• Greet guests and check them in/out, serving as the guest's point of contact throughout their stay.
• Take and manage reservations by phone, email, and in person.
• Balance daily transactions and perform night audit duties as required.
• Support at the Reception desk and assist Guest Services/Reservations as needed.
• Deliver amenities and assist with guest requests to ensure exceptional service.

Skills

Guest service

Communication skills

Organizational skills

Team player

Problem solving

Education

Two-year college program in Hotel Management/Front Desk Operations

Tools

Maestro

Epitome

SynXis

Pro Salon

Word

Excel

Job description

Join our Front Office Team as a Guest Service Representative/Relief Night Auditor, where you have the opportunity to learn and grow in a Relais & Châteaux property recognized by Forbes, Michelin Key, AAA Four Diamond, and Travel & Leisure's World's Best Hotels.

We are dedicated to fostering a culture of belonging where every individual is appreciated and valued for who they are. We are passionate about providing a supportive environment for our team, delivering excellence to our guests while achieving the highest sustainability practices, and creating a lasting legacy for our families and communities.

A Guest Service Representative (GSR) is the Wickaninnish Inn's version of a Front Desk Agent, and then some. The GSR not only greets guests and checks them in but they also become that guest's personal contact throughout their stay. The position offers a great deal of flexibility to "think outside of the box" and positively impact guests' experience. A GSR often has the opportunity to speak with a guest on the phone, make their reservation arrangements, and be the one to greet and check them in upon arrival and bring them to their room to get them settled in!

The Night Auditor is the sole worker during the evening hours and is expected to maintain the standards of the Wickaninnish Inn and therefore must possess exemplary telephone skills, math skills and must thrive on providing guest service excellence. Hours of work will be between 11:15pm and 7:15am.

As a Guest Service Representative/Relief Night Auditor You Will

• Ensure efficient and personalized guest service, meeting and exceeding Relais & Châteaux, AAA 4 & 5 Diamond, and Forbes standards.
• Take and process reservation calls; monitor and respond to all email inquiries.
• Manage the day-to-day flow of online bookings and facilitate group rooming list entry.
• Conduct ongoing checks for accuracy, guest confirmations, and maintain reservation files and operational paperwork.
• Welcome guests; complete check-in and check-out, and provide guest orientation.
• Answer inquiries regarding the Inn's services via telephone, email, written correspondence, and in person.
• Complete Guest Service and Concierge-related tasks, including delivering amenities (fruit plates, room deliveries, etc.).
• Assist at the Reception desk and support Guest Services/Reservations functions as needed.
• Perform daily balancing, postings, POS (Point of Sale) reconciliation, and nightly controls across departments.
• Manage room and restaurant reservations during night hours.
• Handle cash preparations for employees of the Inn.
• Carry out emergency procedures as required.

The Wickaninnish Inn is committed to the principles of equality and diversity in the workplace. We aim to hire the best candidate for the position based on their qualifications and merit in terms of knowledge, skills, and experience.

Our Ideal Candidate Will Embody The West Coast Culture While Being Committed To The Art Of Hospitality And Pursuit Of Excellence. They Will Have

• The willingness to learn in a team environment while striving to exceed Relais & Châteaux, AAA 4 & 5 Diamond, and Forbes standards.
• Exemplary guest service skills, with a demonstrated ability to exceed guest expectations.
• Superior communication skills.
• A calm, capable, and professional demeanor.
• Strong organizational skills, attention to detail, and the ability to multitask in a high-pressure environment.
• Strong problem-solving skills and an aptitude for mathematical accuracy.
• A professionally groomed appearance.
• A positive and proactive attitude.
• A desire to contribute innovative ideas toward the ongoing improvement of the Front Office Department and the Wickaninnish Inn.
• A willingness to be part of a world-class Front Office team.
• Minimum 2 years' experience in the service industry or 1 year in a high‑end luxury environment.
• Previous Night Auditor, Reservations, or Guest Services experience is an asset.
• Completion of a 2‑year college program in Hotel Management/Front Desk Operations or equivalent experience is an asset.
• Working knowledge of systems such as Maestro, Epitome, SynXis, Pro Salon, Word, and Excel are an asset.
• Flexibility and enthusiasm to work evenings and weekends.
• A valid BC Class 5 Driver's License (or eligibility) with a minimum of two years of clean driving experience.
• The ability to commit to the position for a mutually agreed-upon period (typically 12-18 months).

Salary/Wage: $20.00 per hour as Guest Service Representative and $23.00 per hour as Relief Night Auditor.