Guest Services Agent

Canadian Rocky Mountain Resorts Ltd; Banff; On-site; CAD 32,000 - 42,000; Full time

Benefits offered by this job

Subsidized staff accommodation

Subsidized meals on shift

Complimentary stays at sister lodges

Staff rates at CRMR properties

Employee Benefits Program

Discount on food and beverages

Staff events and recognition

Growth opportunities

Access to staff fitness facilities

Annual wage and performance review

Job summary

Canadian Rocky Mountain Resorts (CRMR) is hiring a Guest Services Agent to greet guests, manage check-in/out, and coordinate reservations and inquiries. You will work with the Front Office team to resolve issues, provide local information, and assist with tours and dining bookings.

The role emphasizes exceptional hospitality, professional appearance, and the ability to handle emergencies calmly in a mountain lodge setting.

Qualifications

• Excellent interpersonal and communication skills.
• Previous hotel front desk experience is preferred.
• Ability to multitask in a fast-paced environment.
• Comfortable dealing with guests and guest requests.
• Capable of emergency procedures when required.

Responsibilities

• Welcome guests to the Lodge and ensure efficient check-in.
• Handle guest requests or inquiries to maximize guest satisfaction.
• Address guest issues courteously with Front Office support.
• Maintain professional appearance at all times.
• Assist with emergency procedures when required.
• Assist with reservations inquiries and bookings.
• Provide accurate information about the Lodge and local area.
• Book tours and restaurant reservations for guests.
• Process payments and finalize daily cash-out reports.

Skills

Interpersonal skills

Customer service mindset

Organized & detail-oriented

Calm under pressure

Independent worker

Flexibility with hours

Tools

Opera PMS

Microsoft Office

Outlook

Job description

CRMR is a family-owned Canadian hospitality company operating a collection of iconic mountain properties across the Canadian Rockies, including Buffalo Mountain Lodge in Banff, Deer Lodge and Post Hotel & Spa in Lake Louise and Emerald Lake Lodge in Yoho National Park. We are dedicated to delivering world-class dining, hospitality and service in some of the most breathtaking landscapes Canada has to offer.

Perks & Benefits

• Subsidized staff accommodation
• Subsidized meals on shift
• Complimentary stays at our sister lodges
• Staff rates at all CRMR properties
• Employee Benefits Program
• Discount on food and beverages at our hotel dining outlets
• Staff events and recognition programs throughout the year
• Opportunities for growth and advancement across our properties
• Access to staff fitness facilities (select properties)
• Annual wage and performance review

Why Work With Us

This isn’t your typical 9 to 5. Working at CRMR means waking up to mountain views, building lifelong friendships with teammates from around the world and being part of a close-knit team that genuinely feels like family. We believe the best guest experiences are created by people who love where they work and here, the mountains are your backyard.

Position Overview

Guest Services Agents are the ambassadors of CanadianRockyMountain Resorts, providing exceptional customer service from the initialreservation through to check-out. This role is crucial in creating a welcoming,efficient, and memorable experience for our guests.

Duties and Responsibilities:

• Welcomeguests to the Lodge and provide an efficient check-in experience.
• Handleguest requests or inquiries during their stay to ensure maximum guestsatisfaction in person, through email or guest folio.
• Addressall guest issues and complaints in a courteous manner, with the support of theFront Office management team, including assistance with fireplaces.
• Maintaina professional and presentable appearance at all times.
• Assistwith emergency procedures when required.
• Someshoveling and Ice chipping of common guest areas & firepit (Winter)
• Respondto reservation enquiries, complete room reservations and provide guests withup-to-date information on our rates, special offers and packages.
• Preparearriving reservations, ensuring guest requests are met to the best of ourability.
• Assistin providing positive and efficient customer service.
• Meetwith representatives of local attractions and tours to stay current on alloptions and keep all staff aware of changes.
• Provideguests with accurate and relevant information about the Lodge, local area andattractions.
• Booktours, activities and restaurant reservations for guests.
• Checkout guests, provide accurate billing information and correctly processpayments.
• Ensuringthe completion of daily logs and tracking
• Managethe hotel switchboard, directing calls to other departments as necessary.
• Providean accurate cash-out report at the end of each shift.
• Otherduties as assigned.

Skills & Experience:

• Excellentinterpersonal and communication skills.
• A passion forcustomer service; previous experience is an asset.
• Highly organizedand detail oriented, with the ability to multitask.
• Able to cope inhigh pressure situations.
• Experience withOpera PMS, Microsoft Office and Outlook is an asset.
• Previous hotelexperience preferred.
• Must be able towork independently and remain calm in the event of emergency situations arise.
• Willing to workflexible hours.
• Physicalrequirements include the ability to endure long periods of standing, sitting,bending, and lifting (up to 50 pounds may be required)

Canadian Rocky Mountain Resorts (CRMR) is committed to building a workplace where everyone can succeed and belong. As Bow Valley Workplace Inclusion Charter signatory, we are working to build a diverse, equitable, and inclusive team environment. We value a wide range of skills, experiences, and backgrounds; and encourage all qualified candidates to apply. CRMR is continuously evolving our systems and practices to remove barriers so all equity seeking groups can succeed.

If you can’t apply online or request accommodation during the application or hiring process, please contact our Human Resources Department at 1-403-441-0375.