Guest Service Agent

About The Westley Calgary Downtown Hotel

The Westley Calgary Downtown Hotel, part of the Tapestry Collection by Hilton, is a modern boutique hotel reflecting Calgary's wild west heritage. It offers a fresh experience for guests and locals alike, being one of the newest hospitality destinations in Calgary.

Position Overview

The hotel is seeking a dedicated Guest Service Agent for a full-time role involving a rotation of shifts: three shifts as a Guest Service Agent during AM and PM hours and two shifts as Night Auditor overnight. This role is the principal contact for guests, ensuring a welcoming atmosphere and smooth check-in/check-out experience while providing concierge services and city knowledge.

Key Responsibilities

• Welcome and register guests, assign rooms, and resolve special requests where feasible.
• Support preregistration and reservation blocking for rooms.
• Strictly follow credit verification and cash handling protocols.
• Monitor room inventory and statuses accurately, coordinating with housekeeping for timely room updates.
• Apply suggestive selling techniques for room and hotel service promotions.
• Manage same-day and future reservations, including adherence to booking and cancellation policies.
• Assist guests with luggage and parking services when needed.
• Maintain secure handling of keys and access to safe deposit boxes.
• Operate property management systems to maintain precise room data.
• Handle cashier duties including posting charges, managing paid outs, and conducting currency exchanges.
• Liaise with housekeeping and maintenance to address guest requests and maintenance issues.
• Maintain professionalism and warmth in all telephone communications.
• Adhere to package, mail, and message handling procedures effectively.
• Stay informed of hotel events and meetings via internal communication channels.
• Participate actively in departmental and hotel-wide meetings.
• Promptly report unusual incidents or requests to supervisors.
• Observe all safety and emergency procedures and provide support as required.
• Keep the front desk area clean and organized.
• Adapt to schedule changes aligned with business needs.
• Perform additional duties as assigned by management.

Physical and Work Environment Requirements

• Work varied shifts including mornings, afternoons, evenings, overnights, weekends, and holidays.
• Stand for extended periods during shifts.
• Interpret and verify written documentation visually.
• Spend significant time using computer keyboards.
• Occasional lifting up to 50 pounds.
• Operate effectively in a fast-paced and evolving hospitality environment.
• Use fine and gross motor skills throughout duties.

Candidate Profile and Qualifications

• Experience in customer service roles is advantageous.
• Previous work as a Guest Service Agent is a strong plus.
• Excellent verbal and written communication abilities.
• Proficiency with hotel property management software preferred.
• Strong knowledge of standard computer applications like Word and Excel.
• Ability to work efficiently in a demanding setting with flexibility.
• Self-driven with problem-solving skills and capacity to execute tasks independently.
• Energetic, enthusiastic, and friendly demeanor.
• Passion for delivering outstanding guest experiences.
• Ability to maintain composure and professionalism under pressure.
• Willingness to work nights, weekends, holidays, and occasional managerial on-duty shifts.

Why Join Silver Hotel Group?

• Commitment to employees with over 600 team members under the “You Matter” philosophy.
• A positive and engaging workplace culture emphasizing fun, recognition, and authenticity.
• Comprehensive benefits including scholarships, RRSP matching, wellness credits, team activities, recognition programs, and discounted hotel stays.
• Opportunities for career growth and to influence hotel success locally.
• Dedication to inclusivity, equality, and accessibility.

Additional Information

The Silver Hotel Group values hospitality excellence and complies with human rights and accessibility legislation, offering accommodations throughout recruitment to applicants with disabilities. The organization is an equal opportunity employer committed to diversity and non-discrimination in hiring practices across all protected characteristics.