guest service agent
Guest Services Agent
*The Kenrick Hotel ? Banff, Alberta*
*Pay:* CA$19.00?CA$20.00 per hour *Job Type:* Full-time, Permanent *Expected Hours:* Approximately 35 hours per week
Position Overview
At The Kenrick Hotel, luxury is personal. As a *Guest Services Agent*, you will play an important role in creating thoughtful, seamless, and memorable guest experiences from pre-arrival through departure.
This position combines *front desk, guest arrival, concierge, and reservation responsibilities*. You will assist guests with accommodations, local recommendations, dining and activity arrangements, transportation, special occasions, and general inquiries while maintaining a polished and professional level of service.
Key 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, promotions, and guest requests.
- Provide personalized concierge services, including restaurant reservations, transportation, tours, activities, spa experiences, and local recommendations.
- Communicate with guests before arrival to assist with itineraries, celebrations, special requests, and transportation arrangements.
- Maintain strong knowledge of Banff attractions, restaurants, events, seasonal activities, and hotel offerings.
- Respond to guest inquiries by phone, email, and digital messaging in a timely and professional manner.
- Anticipate guest needs and identify opportunities to personalize their stay.
- Handle guest concerns with professionalism, empathy, and confidence while following established service recovery standards.
- Coordinate luggage assistance, deliveries, amenities, lost and found, and other guest requests.
- Maintain accurate cash handling, payment processing, and end-of-shift reconciliation procedures.
- Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and other hotel departments.
- Maintain knowledge of hotel emergency and safety procedures.
- Support a professional, collaborative, and guest-focused working environment.
Qualifications
- Genuine interest in luxury hospitality and personalized guest service.
- Excellent verbal and written communication skills.
- Professional, approachable, and confident when interacting with guests.
- Strong organizational skills and attention to detail.
- Ability to remain calm and solution-focused in a fast-paced environment.
- Strong knowledge of Banff and the Bow Valley, or a willingness to learn.
- Previous hotel, front desk, reservations, or concierge experience is preferred.
- Concierge or luxury hospitality experience is considered a strong asset.
- Experience with *MEWS PMS* is considered a strong asset.
- Comfortable using Microsoft Office, Outlook, and Teams.
- Fluent in English; additional languages are an asset.
- Ability to stand for extended periods and lift up to 50 lbs.
- Flexibility to work mornings, evenings, weekends, and holidays.
Additional Pay
- Commission opportunities
- Tips
Benefits
- Dental care
- Extended health care
- Disability insurance
- Life insurance
- Vision care
- Paid time off
Schedule
- 8-hour shifts
- Morning, day, and evening shifts
- Weekends and holidays
- Rotating schedule
Work Authorization
Applicants must be *legally authorized to work in Canada*. Employer sponsorship is not available for this position.
Job Types: Full-time, Permanent
Pay: $19.00-$20.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
Work Location: In person