Guest Services Agent

This position is based in Buffalo Mountain Lodge, Banff, AB.

Guest Services Agents are the ambassadors of Canadian Rocky Mountain Resorts, providing exceptional customer service from the initial reservation through to check-out. This role is crucial in creating a welcoming, efficient, and memorable experience for our guests.

• Welcome guests to the Lodge and provide an efficient check-in experience.
• Handle guest requests or inquiries during their stay to ensure maximum guest satisfaction in person, through email or guest folio.
• Address all guest issues and complaints in a courteous manner, with the support of the Front Office management team, including assistance with fireplaces.
• Maintain a professional and presentable appearance at all times.
• Assist with emergency procedures when required.
• Some shoveling and Ice chipping of common guest areas & firepit (Winter)
• Respond to reservation enquiries, complete room reservations and provide guests with up-to-date information on our rates, special offers and packages.
• Prepare arriving reservations, ensuring guest requests are met to the best of our ability.
• Assist in providing positive and efficient customer service.
• Meet with representatives of local attractions and tours to stay current on all options and keep all staff aware of changes.
• Provide guests with accurate and relevant information about the Lodge, local area and attractions.
• Book tours, activities and restaurant reservations for guests.
• Check out guests, provide accurate billing information and correctly process payments.
• Ensuring the completion of daily logs and tracking
• Manage the hotel switchboard, directing calls to other departments as necessary.
• Provide an accurate cash-out report at the end of each shift.
• Other duties as assigned.

• Excellent interpersonal and communication skills.
• A passion for customer service; previous experience is an asset.
• Highly organized and detail oriented, with the ability to multitask.
• Able to cope in high pressure situations.
• Experience with Opera PMS, Microsoft Office and Outlook is an asset.
• Previous hotel experience preferred.
• Must be able to work independently and remain calm in the event of emergency situations arise.
• Willing to work flexible hours.
• Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required)

Please note that only applicants selected for further consideration will be contacted.

Canadian Rocky Mountain Resorts (CRMR) is committed to building a workplace where everyone can succeed and belong. As Bow Valley Workplace Inclusion Charter signatory, we are working to build a diverse, equitable, and inclusive team environment. We value a wide range of skills, experiences, and backgrounds; and encourage all qualified candidates to apply. CRMR is continuously evolving our systems and practices to remove barriers so all equity seeking groups can succeed.

If you can’t apply online or request accommodation during the application or hiring process, please contact our Human Resources Department at 1-403-760-4474.

We look forward to receiving your application.