Guest Service Agent at Emerald Lake Lodge

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

Hours

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.

Experience

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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About US

Canadian Rocky Mountain Resorts

Wedding Venues

Elopements

BOOK AN ISLAND OR LODGE​

Meeting Venues

For Event Planners

BOOK AN ISLAND OR LODGE