Guest Service Representative/Reservations Agent

The Wickaninnish Inn; Tofino; On-site; CAD 30,000 - 60,000; Full time

Job summary

A luxury hospitality property in Tofino is seeking a Guest Service Representative/Reservations Agent to provide exceptional guest service and manage reservations. The ideal candidate should have at least two years of service industry experience, excellent communication skills, and a commitment to high standards of hospitality. The hourly wage is $20 as a GSR and $21 as a Reservations Agent, with additional financial incentives possible based on performance. Applications require a resume and cover letter.

Qualifications

• Minimum 2 years’ experience in the Service Industry or 1 year in a luxury facility.
• Previous Reservations or Guest Service experience is an asset.
• A valid BC Class 5 Driver’s License and clean driving experience.

Responsibilities

• Ensure efficient and personalized guest service, meeting standards.
• Take and process reservation calls.
• Monitor and respond to all email inquiries.
• Welcome guests, check in, and check out guests.
• Conduct clerical duties such as maintenance of reservation files.

Skills

Exemplary guest service skills

Superior communication skills

Strong organizational skills

Creative problem-solving skills

Education

Completion of a 2-year college program in Hotel Management/Front Desk Operations

Tools

Maestro

Epitome

Online systems (e.g. Synxis)

Word

Excel

Job description

Guest Service Representative/Reservations Agent

• The Wickaninnish Inn
• Front-line
• Full Time|
• Permanent
• Accessible Employer: Yes
• Open to International applicants with valid Canadian Work permits: Yes

Join our Front Office Team as a Guest Service Representative/Reservations Agent, 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 Reservations Agent works alongside the Reservations Supervisor to be the primary contacts for all room reservations for the Wickaninnish Inn. This position is available year-round, as well as for co‑op/internship placements (May – October).

As a Guest Service Representative/Reservations Agent you will:

• Ensure efficient and personalized guest service, meeting and exceeding Relais & Chateaux, 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.
• Facilitate group rooming list entry.
• Conduct ongoing checks for accuracy and guest confirmations.
• Conduct clerical duties such as maintenance of reservations files and day-to-day operational paperwork.
• Conduct daily administration tasks such as filing and faxing.
• Welcome guests, check in and check out guests.
• Facilitate guest orientation.
• Deliver amenities (fruit plates, room deliveries, etc.).
• Answer inquiries regarding the Inn’s services and registration by telephone, email, written correspondence, and in person.
• Complete Guest Service and Concierge-related tasks.

Responsibilities & Qualifications

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 & Chateaux, AAA 4 & 5 Diamond, and Forbes Standards.
• Exemplary guest service skills and a demonstrated willingness to exceed guest expectations.
• Superior communication skills.
• A calm and capable demeanor.
• Strong organizational skills, attention to detail, ability to multi‑task in a high‑pressure environment, and creative problem‑solving skills.
• A professionally groomed appearance.
• A positive and proactive attitude.
• The willingness to be part of a world‑class Front Office team.
• Minimum 2 years’ experience in the Service Industry or 1 year of experience in a high‑end luxury facility.
• Previous Reservations or Guest Service 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 Maestro, Epitome, Online systems (e.g. Synxis), Pro Salon, Word, and Excel is an asset.
• The flexibility and enthusiasm to work evenings and weekends.
• A valid BC Class 5 Driver’s License. Applicants must be eligible for a BC Class 5 driver’s license and have a minimum of two years of clean driving experience in their home country.
• A desire to contribute exciting and innovative ideas toward the ongoing improvement of the Front Office Department and the Wickaninnish Inn as a whole.
• The ability to make a commitment to the position for a mutually understood and agreed upon period of time.

Salary/Wage: $20.00 per hour as Guest Service Representative and $21.00 per hour as Reservations Agent.

Financial incentives available based on length of commitment.

20.00 per hour for GSR & $21.00 per hour for Reservations Agent

Other Perks/Benefits

Job Application Process

To apply for this career opportunity, please send your resume with letter of intent by clicking on the ‘Apply Now’.

By submitting an application you are attesting that the information given is accurate and you give consent to The Wickaninnish Inn to verify through means of previous employer contact and collection of information directly or in directly through public social media. As we receive a high volume of e‑mails, we are only able to respond directly to you if your resume and interests align with our currently available positions.