Guest Experience Agent

Position: Guest Experience Agent | $750 Hiring Bonus
Location: Brentwood Bay

What we do and are proud of
At Brentwood Bay Resort, we’re passionate about creating a luxurious boutique experience that’s truly unique in the Greater Victoria area. Our dedication extends beyond just serving delicious meals, offering relaxing spa treatments, and providing stunning oceanfront suites. We strive to create unforgettable memories for our guests while fostering an environment where our team members can truly shine and bring their unique talents to the table.

Our team is built on passion, collaboration, and a shared commitment to delivering exceptional service, all while having fun and staying true to our values of honesty, uniqueness, and graceful hospitality.

Why this role matters
As a Guest Experience Agent, you are often the first and last touchpoint in a guest’s journey. You will build genuine relationships, take ownership of each experience, and use your judgment to create thoughtful solutions. This role goes far beyond the front desk: you are a warm host, knowledgeable guide, and trusted connection across the Resort. As your confidence and expertise grow, you will have opportunities to broaden your hospitality skills and contribute ideas that shape how we care for our guests.

A day in the life

• Greet and engage guests with warmth, professionalism, and an intuitive understanding of their needs
• Coordinate seamless guest experiences, including accommodations, spa bookings, dining reservations, and offsite activities
• Proactively personalize service based on guest preferences, past visits, and special occasions
• Take ownership of guest questions and concerns in person, by phone, or by email, following through with confidence, empathy, and efficiency
• Document guest notes, requests, and preferences to support consistent service across departments
• Use sound judgment and established service-recovery guidelines to resolve concerns in the moment, involving a leader when additional support is needed
• Manage room and package reservations in the PMS with accuracy and attention to detail
• Perform check-ins and check-outs while ensuring billing, documentation, and communication meet our standards of excellence
• Monitor and respond to Outlook emails promptly and professionally
• Answer and direct phone calls clearly, courteously, and with a solutions-focused approach
• Prepare welcome notes, amenities, and thoughtful touches that elevate the guest experience
• Contribute to a collaborative, proactive, and accountable team environment
• Share guest insights and recommend improvements that strengthen service, relationships, and guest loyalty

What you'll bring

• Hospitality, guest service, or other customer-facing experience, with flexibility to work morning, midday, and evening shifts, including occasional overnight shifts based on operational needs
• Luxury hotel experience is an asset, but we’re happy to train the right candidate
• Confidence with property management systems, Outlook, and basic office tools
• Exceptional communication skills, both verbal and written, with a polished, professional tone
• Ability to manage multiple priorities while remaining calm, accurate, and composed under pressure
• A professional appearance and conduct that reflects the resort’s elevated brand and guest service standards
• A naturally empathetic and solutions-oriented mindset, especially in guest-facing situations
• A strong sense of accountability, with pride in delivering consistent, high-quality work
• Confidence in decision-making, paired with sound judgment and instinct in service moments
• Adaptability and a growth mindset, with motivation to learn, evolve, and contribute to team success

What's in it for you

• A wage range of $21-$23 per hour
• A $750 signing bonus, paid as $250 after each of your first three completed months of employment; full…