Front Desk Agent (Spring/Summer 2024)

At The Rimrock it is our vision is to be the most desired hospitality experience in the Canadian Rockies for guests and employees alike. It is our mission to create personal connections and experiences while honouring our values of Time, Communication, Team, Integrity, and Excellence through transparent communication, mentorship, and growth.

Here at The Rimrock Resort Hotel, we welcome colleagues like an extension of our guests — individuals who travel from around the world to explore the Canadian Rockies. As an employee, you will live and work with a very diverse team in one of the most beautiful settings in the world, creating unforgettable memories on and off duty.

Scope

A Front Desk Agent provides excellent customer service to all guests through a warm and genuine greeting, efficient check-in and sharing of information, secure handling of guest room keys and personal information, and accurate settling of all guest accounts.

Duties and Responsibilities

• Provide excellent customer service to guests and team members.
• Check guests in and out of the hotel using a computerized hotel management system.
• Verify all guest information at check in; name, address, method of payment, special requests etc.
• Process payment transactions, both cash and electronic.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Maintain knowledge of current resort events, activities and promotions.
• Resolve guest concerns or issues and follow-up.
• Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
• Coordinate and communicate with all operating departments to enhance guest experience.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner once trained.
• Other related duties as assigned.

• Completion of Grade 12 or equivalent
• Previous hotel experience required with Front Desk experience preferred
• Experience with Opera is an asset
• Flexible schedule to work days, evenings, weekends and holidays
• Well-organized with high attention to detail
• Excellent written and verbal communication skills and a friendly and courteous manner
• Capable of remaining calm and working effectively under pressure
• Works well in a team environment

Physical Demands

• Requires constant standing
• Occasional lifting and carrying up to 11 pounds / 5 kg
• Occasional bending, leaning, reaching
• Significant use of a computer

Employee Perks & Benefits:

• Deeply subsidized staff accommodation for all levels of employee
• One complimentary duty meal per day in staff cafeteria
• Complimentary Banff Transit Pass
• Employee travel program with discounts on room rates 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 Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
• Discounted room rates for family and friends at The Rimrock Resort Hotel
• Monthly employee events and activities
• 30% Discount on all Food & Beverage while dining at The Rimrock Resort Hotel
• 20% Discount on Spa Treatments
• Discounted Golf Memberships at Fairmont Banff Springs Stanley Thompson 18 and Tunnel 9 Golf Courses (Seasonal)
• Opportunity to develop your talent and grow within The Rimrock Resort Hotel and over 5,000 properties with Accor

Inclusion & Diversity

We want every employee to feel valued, appreciated, and free to be themselves at work and in housing. Banff National Park draws individuals from all around the world to visit, work, and live. Our location naturally fosters a diverse workforce and new employees can see themselves represented throughout the hotel, regardless of cultural origin, gender identity, religion, physical abilities, sexual orientation or age. As an organization, we know we can always strive to be better and intentional acts of inclusion are key to achieving our mission.