Primary Function

Guest Service Agents are the face of Canadian Rocky Mountain Resorts, providing a high level of customer service to our guests from the initial reservation to the point of check out. This role is responsible for ensuring all guests are well-cared for during the arrival and departure processes, providing efficient and outstanding customer service.

Reports to
Full Time
Duties & Responsibilities
  • 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.
  • Arrive on time and always maintain a profession and presentable appearance, as per CRMR Employee Handbook
  • Assist with emergency procedures when required
  • Respond to reservation enquiries, complete room reservations and providing guests with up to date information on our rates, special offers, packages, service facilities, the area, and local attractions
  • Prepare for arriving reservations, ensuring guest requests are met to the best of our ability.
  • 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, providing accurate billing information and correctly processing payments.
  • Manage the hotel switchboard, directing calls to other departments as necessary.
  • Communicate with other departments in a friendly and professional manner
  • Provide an accurate cash-out report at the end of each shift
  • Transport guests and luggage by shuttle bus to and from the Main Lodge
  • Deliver special requests to guest rooms (wood, room service, wine, etcetera)
  • Assist the Conference team with set-up and tear-down of functions
  • Respond to fire alarms occurring on Property and giving status updates to the Front Desk
  • Must be fully-trained in emergency procedures as they relate to the Lodge
  • Keep the Lodge vehicles, the Bell Hut, and the guest washrooms clean daily
  • Monitor driving habits and adhere to safety rules and road regulations
  • Aid with snow-clearing in the winter
  • Ensure supplies are on hand for the team
  • Assist with day-to-day cleaning of guest washroom at Bell Hut
  • Other duties as required.
  • 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.
  • 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 high pressure situations and in the event of emergency situations arise
  • Must have some customer service experience and a welcoming disposition
  • Must be willing to work all shifts (AM, PM, and mid-shifts)
  • Must have a valid drivers license and a clean driving abstract
  • Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting ( up to 50 pounds may be required)
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