The Kenrick Hotel
419 Banff Avenue, Banff, AB T1L 1H1
$17–$19 an hour - Permanent, Full-time
 
Job details
Pay
$17–$19 an hour
Job type
Permanent
Full-time
Shift and schedule
Day shift

Location
419 Banff Avenue, Banff, AB T1L 1H1

Benefits
Pulled from the full job description
Company events
Dental care
Disability insurance
Extended health care
Housing allowance
Life insurance
On-site parking

Full job description
Position Overview:

Members of our Guest Services Department are the face of the Kenrick Hotel, responsible for providing our guests with a stay experience that is simply second to none. This role requires a dedication to service, collaboration, and creating a warm, welcoming environment for all guests.

Duties:

· Provide guests with a high level of attention and service, creating an authentic, personable connection, courteously answering all inquiries, and offering assistance as required.

· Efficiently check guests into and out of their rooms, potentially transporting/storing luggage, providing directions to parking, assisting guests with travel plans, and more.

· Provide guests with thoughtful, honest suggestions on local events, businesses, and activities.

· Proactively plan and prepare to make each individual stay memorable for the guest.

· Securely process room and service payments, balancing and splitting bills, sending invoices.

· Handle multiple forms of payment, including but not limited to credit, debit, cash, and gift cards.

· Answer phone calls, providing accurate, up-to-date information on rates, room types, offers, events, and more.

· Respond to email/third-party messages in a timely manner with accurate, up-to-date information on rates, room types, offers, events, and more.

· Respond to online reviews with tact and professionalism, following up with management and creating next steps if required.

· Receive guest complaints thoughtfully, with an earnest desire to understand the situation, commiserate with the guest, and adequately compensate the guest per company guidelines if required.

· Consistently maintain clear lines of communication with team members, management, and other departments to contribute to the smooth operation of the hotel.

· Coordinate with management and staff to maintain preparedness in the case of an emergency and ensure safety of guests.

· Stay up to date on local events and activities.

· Book tours on behalf of guests, prioritizing guest partners and local businesses.

· Process lost and found items, contacting former guests, and coordinating with UPS to have guest items returned to them.

· Other duties as assigned.

Job Requirements:

· Excellent interpersonal skills.

· Passion for elevated customer service.

· Strong communication skills.

· Must be fluent in English, written and spoken. Proficiency in additional languages is an asset.

· Ability to cope with high pressure situations.

· Ability to deescalate tense situations.

· Strong sense of personal responsibility.

· Willing to work flexible hours.

· Ability to stand for long periods of time.

· Ability to bend, lift, and carry up to 50lbs.

· Experience in hotels preferred.

· Experience with Microsoft Office, Teams, Outlook, and Mews PMS considered an asset.

Job Types: Full-time, Permanent

Pay: $17.00-$19.00 per hour

Expected hours: 35 per week

Benefits:

Company events
Dental care
Disability insurance
Extended health care
Housing allowance
Life insurance
On-site parking
Vision care
Flexible language requirement:

French not required
Schedule:

Day shift
Work Location: In person

Application deadline: 2025-03-04
Expected start date: 2025-03-14