Guest Services Agent

Black Rock Oceanfront Resort; Ucluelet; On-site; CAD 35,000 - 45,000; Full time

Job summary

A leading resort in British Columbia seeks a passionate Guest Relations team member. You will be responsible for welcoming guests, managing reservations, and ensuring a memorable experience. If you thrive in a fast-paced environment with a focus on customer service, we'd love to hear from you!

Benefits

Wage Commensurate to Experience

Staff Discounts

Medical, Dental, Life Insurance & Benefits after 6 months

Associate Rates for Hotel Stays

Volunteer Support Opportunities

Team Enrichment Events

Financial Support for Relevant Education Opportunities

Year-round Employment

Opportunities for Advancement

Inclusive Work Environment

Qualifications

• Minimum 1-2 years guest relations experience required.
• Education in Tourism and Hospitality is a significant asset.
• Ability to maintain high service standards in pressure situations.

Responsibilities

• Check in/out guests and manage reservations using property management software.
• Provide guests with information about the resort and surrounding area.
• Exceed expectations through exceptional customer service.

Skills

Exceptional Customer Service and Sales

Ability to Multi-Task

Excellent Verbal Communication Skills

Listening Skills

Written English Communication Skills

Education

Education in Tourism and Hospitality

Tools

Hotel Management Software

Common Software Programs

Job description

If you love people, this is the role for you! Welcome folks from around the world and around the corner. You’re a west-coast Ambassador brimming with warmth and hospitality. As first point of contact for guests, you’ll help people get settled at the resort and connect to all the amenities and experiences that will make their trip one to remember.

Multi-tasking and working under pressure come second nature to you - operating the multi-line telephone switchboard, checking guests in/out, and acting as the central point for many internal/external guest communications is all in a days work.

We are Black Rock Resort in Ucluelet, on the edge of Pacific Rim National Park. Set amongst old growth Cedars and the rugged shoreline of Vancouver Island in the traditional territory of the Nuu-chah-nulthpeople. Come share your passion!

We’re building a community that creates lasting and supportive relationships.

We act with integrity by committing to doing the right thing, leading by example and taking ownership of our words and actions.

We strive for sustainability by balancing our growth and its impact on climate and community with mindful steps to create a healthier future.

We have fun – we’re cultivating a safe space to be yourself, be curious and play.

Job Duties:

• 
  Use property management software to check in/out guests, manage reservations, and take payments/deposits
• 
  Provide guests with information about Black Rock Oceanfront Resort and the surrounding area
• 
  Exceed guests’ expectations by providing exceptional customer service, maintaining a professional attitude, and being creative in order to satisfy guest requests
• 
  Communicate with Housekeeping and other departments to ensure seamless co-ordination and proper follow-through
• 
  Answer telephone calls on the multi-line switchboard and respond to enquiries and bookings, forward calls to appropriate staff
• 
  Maximize hotel revenue opportunities through strong sales techniques
• 
  Comply with all Black Rock grooming standards
• 
  Comply with all Black Rock Health & Safety and Security regulations
• 
  Strictly adhere to all Black Rock Oceanfront Resort policies and procedures

Competencies Required:

• 
  Education/Experience
  • 
    Minimum 1-2 Years Guest Relations Experience
  • 
    Education in Tourism and Hospitality a huge asset
• 
  Skills
  • 
    Exceptional Customer Service and Sales
  • 
    Familiarity with Using a Computer and Common Software Programs
  • 
    Familiarity with Hotel Management Software would be an asset
  • 
    Ability to Multi-Task
  • 
    Excellent Verbal, Listening, and Written English Communication Skills
  • 
    Ability to Maintain High Service Standard in Pressure Situations

We offer:

• 
  Wage Commensurate to Experience
• 
  Staff Discounts
• 
  Medical, Dental, Life Insurance & benefits after 6 months
• 
  Associate Rates for Hotel Stays
• 
  Volunteer Support Opportunities
• 
  Team Enrichment Events
• 
  Financial Support for Relevant Education Opportunities
• 
  Year-round Employment
• 
  Opportunities for advancement to other roles or positions
• 
  Inclusive Work Environment
  

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.