Guest Service Representative/Reservations Agent - The Wickaninnish Inn

Wickaninnish Inn; Tofino; On-site; CAD 28,000 - 30,000; Full time

Job summary

Wickaninnish Inn, a Relais & Châteaux property on Vancouver Island's West Coast, seeks a Guest Service Representative/Reservations Agent to deliver personalized guest experiences. You will handle reservations, greet guests, and coordinate services, with opportunities to learn and grow within a luxury environment.

The role emphasizes hospitality excellence, strong communication, teamwork, and a willingness to work flexible hours, including evenings and weekends, to uphold Forbes, AAA, and

Qualifications

• Minimum 2 years' experience in the Service Industry or 1 year of experience in a high-end luxury facility.
• 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.
• Willingness 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.

Responsibilities

• 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.
• Assist in the capacity of a Night Auditor whenever necessary.
• 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.

Skills

Guest service

Communication

Organization

Multitasking

Teamwork

Professionalism

Flexibility

Problem-solving

Positive attitude

Learning mindset

Education

2-year hotel management/front desk program

Tools

Maestro

Epitome

Synxis

Pro Salon

MS Word

MS Excel

Job description

Company Description

We are a family-owned Relais & Châteaux property located on the stunning West Coast of Vancouver Island and have been creating world-renowned guest experiences since we opened in 1996.

While situated in one of the most beautiful places in the world, the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service standards in an engaging and supportive work environment. Discover why working at the Wickaninnish Inn will transform your career and give you an opportunity to explore the Pacific Northwest. Wickaninnish Inn Careers

Job Description

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.

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.
• Assist in the capacity of a Night Auditor whenever necessary.
• 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.

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 12–18 month commitment to the position.

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.

Additional Information

A good relationship is built upon mutual and reciprocal appreciation. We value the time and experience you bring to your work; here are some of the benefits and privileges you’ll have access to alongside your experience at the Inn.