Guest Services Agent

Great Wolf Lodge; Niagara Falls; On-site; CAD 32,000 - 42,000; Full time

Job summary

Great Wolf Lodge Niagara Falls is seeking a Guest Services Agent to warmly welcome guests, verify payments, register guests, assign rooms, and assist with reservations. You will answer questions about lodge services, relay messages, maintain records, and process payments to ensure a smooth guest experience.

The role requires a high school diploma or equivalent, proficiency with computers, and a strong ability to work in a fast-paced environment. Experience with the OPERA system is an asset.

Qualifications

• High School Diploma or equivalent.
• Experience with OPERA system is an asset.
• Proficient in computer use.
• Thrive in a fast-paced environment.
• Skilled in conflict resolution.

Responsibilities

• Greet and welcome guests, register them, verify payments, and assist with reservations.
• Assign rooms and manage keys and packages.
• Answer questions about lodge services and upsell packages where appropriate.
• Maintain accurate records and process guest payments.
• Escort guests as needed and provide excellent 5‑star service.

Skills

Customer service

Communication

Conflict resolution

Computer literacy

Upselling

Education

High School Diploma or equivalent

Tools

OPERA system

Job description

Great Wolf Lodge , Niagara Falls is Canada's largest family indoor water park resort. Our little log cabin has theme suites, amazing attractions, fun daily events and activities, and delicious dining options. It's a year-round world of play!

We take pride in creating an inclusive work environment in which all pack members are valued and celebrated. We are One Pack, committed to deepening our knowledge of each other's backgrounds and making ourselves accessible to all members that need our support.

The Guest Services Agent welcomes and registers guests, verifies payment and credit, assigns rooms, and assists with reservations. They also answer questions about lodge services, relay messages, maintain records, and process payments.

Team

• Willingness to accept the most effective role.
• Promote a safe workplace by understanding and adhering to the Occupational Health & Safety Act.
• Foster team spirit and collaborate to achieve goals and support overall team success.
• Close with an open mentality.
• Keep all areas in like-new condition and website ready.

Guest

• Ensure guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
• Register guests by confirming room needs, verifying pre-registration, assigning rooms, and issuing keys and packages.
• Escort guests to rooms and provide parking guidance.
• Manage guest communications through messages, emails, phone calls, and in-person inquiries.
• Secure guest valuables by coordinating lost and found with housekeeping.
• Contribute to 5-star service through surprise and delight initiatives.
• Address and follow up on guest complaints promptly.
• Communicate with guests in a professional and friendly manner.
• Protecting company assets by adhering to policies and procedures.
• Establish credit by verifying credit cards or collecting cash and process payments for incidentals.
• Maintain accurate records by entering room and guest account information.
• Support financial goals by upselling packages to guests.
• High School Diploma or equivalent experience.
• Experience with OPERA system is an asset.
• Proficient in computer use.
• Maintain professionalism when interacting with guests.
• Thrive in a fast-paced environment.
• Skilled in conflict resolution.

Physical Requirements

• Capable of walking, standing, crawling, sitting, bending, twisting, reaching up to and including above shoulder level, crouching/squatting, and kneeling.
• Capable of climbing multiple flights of stairs.
• Dexterity of the fingers and hands with ability to squeeze hands, twist and rotate wrists and elbows.
• Able to work at a computer for long periods of time.
• Ability to hear and speak for communication with guests.
• Ability to lift, push and pull up to 20lbs.

Additional Requirements

Newly hired Pack Members must submit a completed police clearance to Human Resources. Employment may begin before the results are received, based on the Pack Member's confirmation that they have no unpardoned criminal convictions. If the clearance reveals a conviction, the employer may terminate employment on a case-by-case basis, providing only the minimum notice required under the Employment Standards Act, 2000, with no additional notice or compensation.

Great Wolf Lodge is an equal opportunity employer. All applicable provincial and federal laws will be followed to ensure consideration without regard to race, colour, religion, sex, age, disability or other classification protected by law. Great Wolf Lodge will make reasonable accommodations for persons with disability in accordance with applicable law. It is our intention that all qualified applicants be given equal opportunity, and that selection will be made on job related factors. If you require any accommodation in the application process, please contact us.