Guest Services Agent

About the Role

We are seeking a Guest Services Agent who will provide exceptional, personalized assistance to guests, ensuring a welcoming and efficient experience. The candidate will manage a variety of front desk tasks, facilitate guest requests, and coordinate with other departments to maintain smooth operations.

Responsibilities

• Deliver personalized and courteous service to exceed guest expectations.
• Ensure all guest requests and complaints are handled quickly and appropriately.
• Collaborate with other departments for seamless operations through preparation and follow-up.
• Keep supervisors fully informed about significant or unusual issues.
• Provide detailed knowledge about room locations, rates, property amenities, and local activities.
• Serve as the main contact for guests and staff inquiries.
• Manage reservations through phone, email, and online platforms, including booking modifications and cancellations.
• Perform guest check-ins and check-outs efficiently.
• Process payments and conduct night audits, ensuring billing accuracy.
• Oversee group check-ins and provide informational briefs for special events such as helicopter group arrivals, weddings, and other gatherings.
• Ensure waivers of liability are signed and properly filed under each guest's profile.
• Administer rentals for watercraft, fat bikes, and winter ski equipment; book local activities and spa treatments acting as a concierge.
• Handle daily gift shop operations including sales processing, restocking, and coordinating inventory needs with supervisors.
• Report immediate concerns related to maintenance, safety, health, security, or suspicious activity to supervisors.
• Conduct thorough inspections of guest rooms prior to check-in and during evening turndown service in winter.
• Assist with breakfast service duties as needed.
• Maintain cleanliness in and around the workplace.
• Operate in compliance with company policies, procedures, and quality standards.
• Fulfill additional duties and projects assigned by the Guest Services & Spa Supervisor.

Requirements

• Post-secondary diploma is required.
• 1-2 years' experience in front desk or guest services roles.
• Familiarity with property management systems, point of sale (POS), and switchboard operations is advantageous.
• Comfortable handling phone communications.
• Excellent communication, interpersonal, organizational, and customer service skills.
• A team-oriented attitude with a friendly demeanor and professional appearance.
• Highly responsible, dependable, and detail-oriented with strong multitasking ability.
• Proficient with Microsoft Office or Google workspace applications.
• Flexible availability to accommodate different shifts and schedules.
• Willingness to live and work in a remote location in British Columbia, Canada.

Benefits

• Shared modern townhouse-style accommodation with scenic mountain views (subsidized).
• Complimentary transportation at the beginning and end of the season.
• Three meals per day served in the employee cafeteria.
• Access to spa facilities and 24-hour gym use, availability permitting.
• Free use of sports equipment including skates, cross-country skis, snowshoes, and summer watercraft.
• Exclusive discounts on outdoor branded apparel such as Arcteryx and Icebreaker.
• Opportunities for heliskiing and heli-sightseeing as well as employee social events.
• Work in a welcoming, diverse team environment with colleagues from around the globe.
• Save money for travel while enjoying the spectacular Canadian wilderness.

Location

Remote position based in British Columbia, Canada.

Compensation

Starting wage of $19.00 per hour plus gratuities shared among house staff.