Luxury Guest Services Agent & Concierge

The Kenrick Hotel; Banff; On-site; CAD 40,000 - 54,000; Full time

Benefits offered by this job

Tips

Dental care

Extended health care

Disability insurance

Life insurance

Paid time off

Job summary

The Kenrick Hotel in Banff seeks a Guest Services Agent to blend front desk, concierge, and reservation duties into a seamless guest experience. You will assist with arrivals, housing, and personalized recommendations while maintaining a polished, professional level of service.

Ideal candidates possess a genuine passion for luxury hospitality, strong English communication, and the ability to handle inquiries with calm, efficiency.

Qualifications

• Genuine interest in luxury hospitality and personalized guest service.
• Excellent verbal and written communication skills.
• Professional, approachable and confident with guests.
• Strong knowledge of Banff and Bow Valley or willingness to learn.
• MEWS PMS experience is a strong asset.
• Ability to stand for extended periods and lift up to 50 lbs.

Responsibilities

• Welcome guests warmly and professionally, creating a smooth arrival and departure experience.
• Complete check-ins and check-outs, room changes, payment processing, and billing inquiries accurately.
• Assist with hotel reservations, availability inquiries, room types, packages, and guest requests.
• Provide personalized concierge services, including restaurant reservations, transportation, tours, and local recommendations.
• Communicate with guests before arrival to assist with itineraries and special requests.
• Maintain knowledge of Banff attractions, restaurants, events, and hotel offerings.
• Respond to guest inquiries by phone, email, and digital messaging promptly.
• Anticipate guest needs and personalize their stay.
• Handle guest concerns with professionalism and empathy following service standards.
• Coordinate luggage assistance, deliveries, and other guest requests.
• Maintain accurate cash handling, payment processing, and end-of-shift reconciliation.
• Communicate with Housekeeping, Maintenance, Food & Beverage, and other departments.
• Maintain knowledge of hotel emergency and safety procedures.
• Support a professional, collaborative guest-focused environment.

Skills

Luxury hospitality

Customer service

Communication

Front desk

English fluency

Tools

MEWS PMS

Job description

The Kenrick Hotel in Banff seeks a Guest Services Agent to blend front desk, concierge, and reservation duties into a seamless guest experience. You will assist with arrivals, housing, and personalized recommendations while maintaining a polished, professional level of service.

Ideal candidates possess a genuine passion for luxury hospitality, strong English communication, and the ability to handle inquiries with calm, efficiency.