Guest Services Agent

Kaizen Lab Inc.; Field; On-site; CAD 32,000 - 42,000; Full time

Benefits offered by this job

Subsidized staff accommodation

Subsidized meals on shift

Complimentary stays at our sister lods

Staff rates at all CRMR properties

Employee Benefits Program

Discount on food and beverages at our—

Staff events and recognition programs

Opportunities for growth and advance­-

Access to staff fitness facilities (s­

Annual wage and performance review

Job summary

CRMR in the Canadian Rockies is seeking Guest Services Agents to warmly welcome guests, manage efficient check-ins, and coordinate room reservations and guest folios. You’ll be the first point of contact ensuring a memorable stay.

Strong communication, excellent guest service, and the ability to multitask in a fast-paced environment are essential. Hotel experience is preferred; willing to work flexible hours and stay calm under pressure in mountain settings.

Qualifications

• Excellent interpersonal and communication skills.
• Strong customer service mindset and ability to multitask.
• Highly organized and detail oriented.
• Ability to stay calm in high pressure situations.
• Experience with Opera PMS, Microsoft Office and Outlook is an asset.
• Previous hotel experience preferred.
• Willing to work flexible hours.
• Physical ability to stand, sit, bend, and lift up to 50 pounds.

Responsibilities

• Welcome guests to the Lodge and provide an efficient check-in experience.
• Handle guest requests during stay via email or folio to maximize satisfaction.
• Address issues and complaints with Front Office management support.
• Manage switchboard and direct calls to departments.
• Check out guests and process payments accurately.
• Assist with emergency procedures as required.
• Book tours, activities and restaurant reservations for guests.
• Prepare arriving reservations and communicate rates and packages.
• Maintain daily logs and tracking.
• Respond to local attractions representatives to stay informed.

Skills

Interpersonal skills

Communication

Customer service

Organized

Attention to detail

Calm under pressure

Flexible 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 Canadian Rocky Mountain Resorts, providing exceptional customer service from the initial reservation through to check-out. This role is crucial in creating a welcoming, efficient, and memorable experience for our guests.

Duties and Responsibilities

• Welcome guests to the Lodge and provide an efficient check-in experience.
• Handle guest requests or inquiries during their stay to ensure maximum guest satisfaction in person, through email or guest folio.
• Address all guest issues and complaints in a courteous manner, with the support of the Front Office management team, including assistance with fireplaces.
• Maintain a professional and presentable appearance at all times.
• Assist with emergency procedures when required.
• Some shoveling and Ice chipping of common guest areas & firepit (Winter)
• Respond to reservation enquiries, complete room reservations and provide guests with up-to-date information on our rates, special offers and packages.
• Prepare arriving reservations, ensuring guest requests are met to the best of our ability.
• Assist in providing positive and efficient customer service.
• Meet with representatives of local attractions and tours to stay current on all options and keep all staff aware of changes.
• Provide guests with accurate and relevant information about the Lodge, local area and attractions.
• Book tours, activities and restaurant reservations for guests.
• Check out guests, provide accurate billing information and correctly process payments.
• Ensuring the completion of daily logs and tracking
• Manage the hotel switchboard, directing calls to other departments as necessary.
• Provide an accurate cash-out report at the end of each shift.
• Other duties as assigned.

Skills & Experience

• Excellent interpersonal and communication skills.
• A passion for customer service; previous experience is an asset.
• Highly organized and detail oriented, with the ability to multitask.
• Able to cope in high pressure situations.
• Experience with Opera PMS, Microsoft Office and Outlook is an asset.
• Previous hotel experience preferred.
• Must be able to work independently and remain calm in the event of emergency situations arise.
• Willing to work flexible hours.
• Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required)

Please note that only applicants selected for further consideration will be contacted.

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.