Guest Service Agent

Position: Guest Service Agent at Sandman Hotel Group
Guest Service Agent – Overview  Sandman Hotel Group, a Canadian‑owned hospitality company, is seeking a dedicated Guest Service Agent to serve as the face of our hotels. The role is all‑day, front‑line service that requires a people‑pleaser who goes above and beyond to exceed guest expectations.
Responsibilities   Provide a warm, welcoming and friendly environment at the front desk.
Check guests in and out, handle luggage assistance, and issue room keys, pamphlets and discount cards.
Answer guests’ questions and arrange transportation.
Respond to telephone, e‑mail and in‑person inquiries from guests, business partners and other parties.
Book telephone reservations, compute bills, collect payment and make change.
Count and verify cash, shift activity, gift certificates and wireless internet cards during closing.
Print updated in‑house, arrival, departure and room status reports every two hours.
Ensure the front desk is stocked with required items before housekeeping departs for the day.
Write wake‑up call requests and complete welcome calls on the switchboard.
Refer all inquiries to the appropriate individuals, divisions or departments.
Maintain a clean and tidy front desk area.
Present a positive and professional image of the organization to all visitors and suppliers.
Provide information about special activities and report any security issues to the manager.
Qualifications   Completion of a two‑year apprenticeship program in front desk operations or hotel management is preferred.
At least one year of experience as a Hotel Front Desk Clerk is required.
Experience in all aspects of customer service and people management.
Strong working knowledge of accounting practices and principles.
Ability to analyze and interpret the needs of clients and offer appropriate options, solutions and resolutions.
Exceptional conflict‑resolution, negotiation and objection‑handling skills.
Excellent verbal and written communication skills.
High level of proficiency with Opera/Opera Cloud.
Must be legally entitled to work in Canada.
Skills   Excellent customer‑relations skills.
Strong time‑management and multitasking ability.
Adaptability to change and working under pressure.
Eager and focused on exceeding guest expectations.
Benefits   Discounted hotel stays for team members and family/friends.
25% discount at our restaurant brands for up to six people.
Discounted passes/lift tickets at Grouse Mountain and Revelstoke Mountain Resort.
Ongoing employee events, incentives and recognition.
Dedicated training program and career advancement opportunities.
Employee Assistance Program (EAP) – free mental‑health support, legal and financial counselling.
Group life insurance, extended health, dental and vision care.
Complimentary stays and RRSP matching.
Milestone rewards and tuition credit program.
Equal Opportunity Employer  Sandman Hotel Group is an equal‑opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws.

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