Guest Service Agent

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.

• 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.

• 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.

• Excellent customer‑relations skills.
• Strong time‑management and multitasking ability.
• Adaptability to change and working under pressure.
• Eager and focused on exceeding guest expectations.

• 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.

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.