Guest Service Agent

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. First impressions count, right? We think so too! The Guest Service Agent is the face of our hotels. You're a people-pleaser who loves to go above and beyond to exceed the needs of our guests. You'll wear many hats-from meeter and greeter to problem-defeater. At Sandman Hotel Group, we recognize this vital role with a competitive compensation package and flexible schedule. We're also pleased to encourage personal development and real career growth, which means the sky's the limit. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team. JOB REQUIREMENTS: Completion of a two-year apprenticeship program in front desk operations or hotel management preferred 1 year of experience as a Hotel Front Desk Clerk Preferred Experience in all aspects of customer service and people management Strong working knowledge of accounting practices and principles Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required Exceptional conflict resolution, negotiation, and objection handling skills Able to effectively communicate both verbally and in writing High level of proficiency Opera/Opera Cloud Available weekends, evenings and holidays DUTIES: To provide a warm, welcoming and friendly environment Responsible for checking guests in and out of the Hotel. Luggage assistance Issues room keys, pamphlets, discount cards, etc. Answers various questions from guests and arranges transportation for guests. Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties. Book telephone reservations Computes bills, collects payment and makes change for guests. Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift. Print updated in-house, arrival, departure, and room status reports every two hours Check all unresolved departures. Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day. Write all wake-up call requests on specified form and enter on switchboard. Complete welcome calls. Clean and tidy front desk area. Refer all inquiries to the appropriate individuals, divisions, or departments across the organization. As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions. Provide information to staff and/or clients about special activities. Observe and report any security issues to the Manager. APPLICABLE SKILLS: Excellent customer relations. Must have time-management skills. Adaptable to change and be able to handle multiple priorities under pressure. Eager and focused to exceed guest expectations. We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work. BENEFITS Rewards, Recognition, Team Events & Milestone Awards Team Member and Friends & Family Hotel Discounts Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more! Discounts at Grouse Mountain & Revelstoke Mountain Resort Career Development, Training & Internal Promotion Opportunities Employee & Family Assistance Program (Mental Health, Legal & Financial Support) Employee Referral Bonus Program RRSP Matching Program Extended Health, Dental, Vision & Life Insurance Complimentary Hotel Stays Tuition Credit Program Supportive, Inclusive Workplace Culture SUMMATION: Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.** **ABSOLUTELY NO PHONE CALLS PLEASE** Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Sandman Hotel Grouptakes seriously its obligations under the Human Rights Code. At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.

The Guest Service Agent acts as the face of the hotel, providing a warm, welcoming environment while managing guest check-ins, check-outs, and inquiries. They are responsible for handling reservations, processing payments, and ensuring the front desk area remains organized and secure.

Candidates should have at least one year of experience in a hotel front desk role and proficiency with Opera software. A two-year apprenticeship in front desk operations or hotel management is preferred, along with strong communication and conflict resolution skills.

• Rewards and recognition • Team events • Milestone awards • Team member and friends and family hotel discounts • Restaurant dining discounts • Discounts at Grouse Mountain and Revelstoke Mountain Resort • Career development • Training and internal promotion opportunities • Employee and family assistance program • Employee referral bonus program • RRSP matching program • Extended health, dental, vision and life insurance • Complimentary hotel stays • Tuition credit program

• Time managementPreferred
• Customer servicePreferred
• Problem solvingPreferred
• Cash handlingPreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Front desk operations
• Conflict resolution
• Negotiation
• Objection handling
• Accounting practices
• Time management
• Opera cloud
• Communication
• Problem solving
• Cash handling
• Reservation management
• People management
• Influencing Skills
• Workplace Inclusivity
• Influencing Without Authority
• People Management
• Hotel Management
• Accounting
• Asset Management
• Mental Health
• Customer Relationship Management
• Housekeeping
• Customer Service
• Conflict Resolution
• Finance
• Marketing
• Impact Assessment
• Labor Economics
• Operations
• Telephone Skills
• Restaurant Operation
• Time Management
• Reservations
• Enthusiasm

• Hospitality
• Customer Service & Support
• Administrative
• Guest Services Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks

Minimum education

Professional degree

Minimum experience

0+ years

Posting language

English

Working hours

40 hours per week