Guest Service Representative / Reservations Agent

About the Company

The Wickaninnish Inn is a family-run Relais & Châteaux hotel on the West Coast of Vancouver Island. Since opening in 1996, it has built a reputation for memorable guest experiences, high service standards, and a supportive team culture in a scenic Pacific Northwest setting.

Role Overview

Join the Front Office team in a combined Guest Service Representative / Reservations Agent role. This position blends front desk, guest relations, and reservations work in a luxury hospitality environment recognized by Forbes, Michelin Key, AAA Four Diamond, and Travel + Leisure’s World’s Best Hotels.

The Guest Service Representative acts as more than a front desk agent: you may be the first voice a guest hears on the phone, the person who manages their booking, and the team member who welcomes them on arrival and helps them settle in. As a Reservations Agent, you will work with the Reservations Supervisor as a key contact for room bookings.

Key Duties

• Provide polished, personalized guest service while working to exceed Relais & Châteaux, AAA 4 & 5 Diamond, and Forbes standards.
• Handle incoming reservation calls and process bookings accurately.
• Review and reply to email enquiries.
• Oversee the daily movement of online reservations.
• Enter and manage group rooming lists.
• Carry out regular accuracy checks and guest confirmation follow-ups.
• Maintain reservation records and other daily office paperwork.
• Step in as a Night Auditor when needed.
• Handle routine administration such as filing and faxing.
• Greet arriving guests, complete check-in and check-out procedures, and provide orientation.
• Deliver guest amenities and room items such as fruit plates and in-room deliveries.
• Respond to questions about the Inn’s services and registration by phone, email, written communication, and in person.
• Support guest service and concierge-related tasks as required.

Candidate Profile

The ideal candidate is enthusiastic about hospitality, comfortable working in a team, and committed to delivering exceptional guest experiences. You should be calm under pressure, detail-oriented, professionally presented, and eager to contribute new ideas to the Front Office team.

Additional Requirements and Conditions

• Minimum 2 years of experience in the service industry, or 1 year in a luxury hospitality setting.
• Previous experience in reservations or guest service is considered an advantage.
• A 2-year college program in Hotel Management or Front Desk Operations, or equivalent experience, is an asset.
• Working knowledge of Maestro, Epitome, Synxis or similar online booking systems, Pro Salon, Word, and Excel is an asset.
• Availability to work evenings and weekends is required.
• A valid British Columbia Class 5 Driver’s License is required.
• Applicants must be eligible to obtain a BC Class 5 licence and have at least two years of clean driving experience in their home country.
• The role requires a commitment of 12 to 18 months.

Compensation

Pay is $20.00 per hour for the Guest Service Representative portion and $21.00 per hour for the Reservations Agent portion.

Financial incentives are available based on the length of your commitment.

Equal Opportunity

The employer is committed to workplace equality and diversity and selects candidates based on qualifications, skills, knowledge, and experience.

Additional Information

By applying, you confirm that the information you provide is accurate. Due to the high volume of applications, the employer will only contact candidates whose resumes and interests match current openings.

Benefits

Employment benefits and privileges are available as part of the overall experience of working at the Inn.