Switchboard & Reservations Agent

EMBLEMS; Banff; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Travel discounts

Staff accommodation

Employee meals

Job summary

Rimrock Banff is seeking a Switchboard & Reservations Agent to be the calm centre of communication for guests, handling dining reservations, wellness bookings, and concierge requests with warmth and accuracy.

You will maintain logs, coordinate with departments, and ensure privacy and high service standards in every interaction. This role requires empathy, attentiveness, and a steady pace to enhance every guest experience.

Qualifications

• Previous experience in luxury hospitality, Guest Services, Concierge, or similar communication-focused roles.
• A patient, steady, and empathetic demeanour with a strong commitment to service.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy in repetitive or routine tasks.
• Ability to multitask calmly and remain composed under pressure.
• Experience using OPERA Cloud or similar front desk systems.

Responsibilities

• Answer all internal and external calls promptly, warmly, and professionally.
• Provide accurate information about hotel services, amenities, and local attractions.
• Assist guests with dining reservations, wellness bookings, transportation needs, and general concierge requests.
• Personalize each interaction with attentive listening, thoughtful recommendations, and follow-through.
• Maintain guest confidentiality and uphold Rimrock’s elevated service standards in every communication.
• Coordinate and track guest needs such as amenities, maintenance items, special occasions, and room preferences.
• Maintain accurate and detailed logs of all requests within Opera or hotel systems.
• Follow established protocols and service procedures with consistency and precision.
• Anticipate guest needs and identify opportunities to enhance the stay experience.

Skills

Communication skills

Empathy

Multitasking

Attention to detail

Tools

OPERA Cloud

Job description

At Rimrock Banff, we create more than luxury experiences, we create moments that move people. Guided by Wellness, Adventure, and Culture, our people live and work in one of the most inspiring places on Earth, delivering hospitality with purpose and heart. Here, every day brings connection, growth, and unforgettable memories, on and off the clock.

Live boldly. Work with heart. Stay moved.

As a Switchboard & Reservations Agent, you are the calm centre of communication,the voice of Rimrock. From dining reservations to amenity requests, wellness bookings, directions, and everything in between, you are the first call guests make when they need something and thepersonthey trust to make it happen. This role is about more than answering phones;it’sabout patience, precision, steady support, and warm, human connection.

You ensure every request is received with care, communicated clearly, and fulfilled seamlessly. With your attentiveness, empathy, and steady pace, you turn each interaction into a moment of ease and reassurance.

Start Date: September 2026

Contract Type: Full-Time, Permanent

What You'll Be Doing

Guest Connection

• Answer all internal and external calls promptly, warmly, and professionally.
• Provideaccurateinformation about hotel services, amenities, and local attractions.
• Assistguests with dining reservations, wellnessbookings, transportation needs, and general concierge requests.
• Personalize each interaction with attentive listening, thoughtful recommendations, and follow-through.
• Maintain guest confidentiality and uphold Rimrock’s elevated service standards in every communication.

Operational Excellence

• Serve as the central liaison between guests and all operational departments, ensuringtimelyandaccuratefulfillment of requests.
• Coordinate and track guest needs such as amenities, maintenance items, special occasions, and room preferences.
• Maintainaccurateand detailed logs of all requests within Opera or hotel systems.
• Follow established protocols and service procedures with consistency and precision.
• Anticipate guest needs andidentifyopportunities to enhance the stay experience.

Team & Culture

• Foster a calm, cooperative, and supportive environment, even during busy periods.
• Build strong working relationships with Housekeeping, Front Office, Expeditions, and other operationalteams to ensure seamless service.
• Demonstrate patience, teamwork, and reliable follow-through.
• Uphold Rimrock values of connection, growth, and authenticity in every interaction.
• Participate in ongoing service training, communication updates, and department initiatives.

Qualifications

What You Bring

• Previousexperience in luxury hospitality, Guest Services, Concierge, or similar communication-focused roles preferred.
• A patient, steady, and empathetic demeanour with a strong commitment to service.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy in repetitive or routine tasks.
• Ability to multitask calmly and remain composed under pressure.
• Experience using OPERA Cloud or similar front desk systems.

Bonus IfYouBring

• Knowledge of Banff National Park and surrounding attractions.
• Previousexperience handling reservations or concierge tasks in a hotel setting.

Who You Are

You are patient, steady, and dependable, a calm, reassuring presence who thrives in structured work environments. You take the time to listen, understand, and respond thoughtfully. You work best with clear expectations, consistent routines, and collaborative teams.

You enjoy helping others, offering support, and creating order behind the scenes. Your approach is warm, approachable, and quietly confident. You value accuracy, care deeply about quality, and bring a sense of stability to every interaction.

Connect with patience. Support with care. Stay moved.

Visa Requirements: Must be legally authorized to work in Canada.

Additional Information

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affimation for full time permanent status employeesafter 3 months.
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees.
• Employee travel program with discounts on room rates as well as on food & beverage at Accor properties world-wide.
• Access to the Mountain Explorer Travel Program,exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Accor Hotels in Banff, Lake Louise, Jasper & Whistler.
• One complimentary buffet meal per shift in our staff cafeteria.
• Subsidized shared Staff Accommodation for full-time status (subject to availability).

At Rimrock Banff, we believe that diversity makes us stronger,and inclusion moves us forward.

Our team is made up of individuals from across the globe, each bringing their own culture, perspective, and story. In a place as naturally diverse as Banff National Park,it’sonly fitting that our workplace reflects the same richness.

Whetheryou'reon shift or in staff housing, we want every person to feel seen, valued, and free to be fully themselves,regardless of race, culture, gender identity, religion, abilities, sexual orientation, or age.

Inclusionisn'ta box wecheck,it’sa value we live. And whilewe'reproud of our progress, we knowthere'salways more to learn, more ways to grow, and more voices to elevate.

Together, we build a workplace where belongingisn’tjust possible,it’sexpected.

Be you. Be bold. Stay moved.

#CWMRSummer26