Guest Services Agent (January Start)

Banff Centre for Arts and Creativity; Banff; On-site; CAD 22,000 - 31,000; Full time

Benefits offered by this job

Employee Assistance Program

Professional development

Staff discounts at cafeteria/venue

Job summary

Banff Centre for Arts and Creativity is seeking a Guest Services Agent to assist with the efficient processing of all guests while understanding their diverse needs and expectations. The role includes check-in/out, front desk duties, and acting as Switchboard Operator, with a flexible schedule including weekends.

The centre emphasizes courteous service, attention to detail, and professional presentation. This position begins January 2027 and is paid hourly under CUPE 4318.

Qualifications

• Previous Guest Service experience preferred.
• High School Diploma.
• Proficiency with Microsoft Office.
• Knowledge of lodging system software/applications is highly desirable.
• Highly detail oriented with exceptional organizing skills.
• Excellent decision making and problem-solving skills with the ability to work well under pressure.
• Able to effectively handle competing priorities, take ownership of duties and show initiative.
• Strong personal integrity with an innate desire to work in an ethical and confidential manner.
• Proven warm and sincere verbal communication.
• Professional presentation and grooming, including wearing the proper uniform and name tag at all times.

Responsibilities

• Welcome guests according to Banff Centre culture and standards.
• Handle check-in and check-out efficiently.
• Resolve complaints in a courteous manner.
• Notify relevant departments of special requirements for guests.
• Maintain records for guests with mobility issues and allergies.
• Coordinate with housekeeping and group coordinators as needed.
• Provide information about programs or conferences to guests.
• Process payments (cash, cheques, debit/credit).
• Answer switchboard and handle emergency calls as required.
• Maintain cleanliness of Guest Services spaces and manage reservations and group bookings.

Skills

Guest service experience

Detail oriented

Decision making

Prioritization

Professional appearance

Integrity

Verbal communication

Ethical conduct

Education

High School Diploma

Tools

Lodging software

Job description

Guest Services Agent

This position will begin in January 2027.

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as "Minhrpa" (translated in Stoney Nakoda as "the waterfalls") and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nation – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play here, help us steward this land, and honour and celebrate this place.

The Opportunity

Banff Centre is looking for a Guest Services Agent to assist with the efficient processing of all guests while understanding their diverse needs and expectations. Often the first and most important perception of Banff Centre for these guests, our agents must be flexible, polite and have a natural inclination to respect all types of clientele. Guest Services Agents are responsible for the efficient check-in and out of all guests staying on property, while also acting as a Switchboard Operator, and dispatching emergency calls and situations as required.

Roles And Responsibilities

Reporting to the Guest Services Manager, below are some key responsibilities:

Customer Service

• Welcome and acknowledge each guest according to Banff Centre’s culture of exemplary customer service, including artists, conference guests, research, leadership and transient guests
• Address complaints and issues in a sensitive, courteous manner and assist in the resolution of those complaints where possible
• Keep up-to-date records for guests with mobility issues and allergies. Notify relevant departments of special requirements
• Keep informed on all events happening at the Banff Centre on a daily basis
• Handle room changes as required

Communication

• Keep Housekeeping informed of special requests, room changes, early check outs and stay overs
• Maintain open communication with all group coordinators and Conference Service Managers
• Inform guests of all Banff Centre policies where required (i.e. cancellation penalties)
• Ensure Management is made aware of any relevant feedback or concerns from guests and other departments

Guest Services

• Efficient and friendly check-in and check-out of all Banff Centre guests
• Provide proper information and service to guests regarding their program or conference
• Payment management by handling cash, cheques and Debit/Credit cards
• Make changes to guest stays (e.g. extend or shorten stays)
• Post and verify guest accounts
• Act as Switchboard Operator as needed (answering console, setting wake ups)
• Handle emergency calls and deal with emergency situations
• Maintain cleanliness of all Guest Services spaces
• Take guest reservations ensuring that correct guest types, segment codes, and group booking codes are used
• Initiate group files and Conference Management Packages
• Process Conference Registration fees for Conference Management Packages
• Respond instantly to all requests and changes regarding any aspect of the Banff Centre
• Evaluate all options in room allocations on a continual basis
• Process reservation cancellation charges

Other

• Respond to emergency calls and situations as required
• Keep apprised of room availability and in-house groups on a daily basis
• Perform other relevant duties as required by the Guest Services Manager that support the mandate of the Banff Centre and its ongoing success

Qualification and Educational Requirements

• Previous Guest Service experience preferred
• High School Diploma
• Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc)
• Knowledge of lodging system software/applications is highly desirable
• Highly detail oriented with exceptional organizing skills
• Excellent decision making and problem-solving skills with the ability to work well under pressure
• Able to effectively handle competing priorities, take ownership of duties and show initiative
• Strong personal integrity with an innate desire to work in an ethical and confidential manner
• Proven warm and sincere verbal communication
• Professional presentation and grooming, including wearing the proper uniform and name tag at all times

Special Requirements

• Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.

Employment Terms & Benefits

• In accordance with CUPE 4318, this is a unionized, hourly support staff position, subject to a 500 hour probationary period.
• This position pays $19.29 per hour working up to 40 hours per week on a rotating schedule.
• Benefits of working at Banff Centre are:
  • Employee Assistance Program
  • Professional development
  • Staff cafeteria and restaurant discounts
  • Onsite fitness facility at a discounted rate - first month free for new staff!

Application Process

• Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
• Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.

Commitment to Diversity

Banff Centre for Arts and Creativity is committed to creating an equitable, diverse, and inclusive campus for students, faculty, staff and visitors. Guided by our values, Banff Centre is rooted in Alberta with provincial, national and global impact. Our strength arises from inclusion; the diversity of people, ideas, perspectives, and cultural backgrounds in our work and team. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression to apply.

Privacy Statement

Banff Centre is a public body pursuant to the Protection of Privacy Act (Alberta) (“POPA”) and the Access to Information Act (“ATIA”). All of your personal information collected by Banff Centre, including personal information collected through third-party contractors or platforms, in relation to the creation of your candidate profile and submission of a job application, is collected pursuant to section 4(c) of POPA for the purpose of administering your candidate profile, evaluating your eligibility for a position(s) at Banff Centre, and communicating with you about your application. Your personal information may be disclosed, as required, pursuant to ATIA or other applicable law, to satisfy reporting requirements, or for statistical, funding, planning or research purposes.

If you have any questions about the collection, use or protection of this information, please contact the Privacy Coordinator at [e-mail], 107 Tunnel Mountain Drive, Box 1200, Banff Alberta, T1L 1H5, 403.762.6100.