Banff Centre Guest Services Coordinator

Banff Centre for Arts and Creativity
Banff, AB
$21.84 an hour - Full-time

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$21.84 an hour
Job type
Shift & schedule
Weekend availability
Rotating shift
Guest Services Coordinator
Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nation – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Region 3. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place.

The Opportunity
The Guest Services Coordinator, provides guest-focused, organized and result-driven support to the Rooms Division. The incumbent must be highly efficient and prioritize their workload to meet time-driven deadlines. They will help ensure the continued success of the Guest Services department by assisting in the daily guidance and coaching of the team.

The role requires the employee to take initiative while promoting a culture of customer service and teamwork among staff, through daily communications and coordination within Guest Services as well as departments across campus.

As the first point of contact for guests, the employee must display extensive knowledge of the Banff Centre and partner with all departments to deliver on guest expectations.

Roles and Responsibilities
Reporting to the Guest Services Manager, below are some key responsibilities:

Customer Service

Resolve issues to the satisfaction of all parties, including billing and reservation matters
Handle sensitive guest reservation issues on an individual basis through phone calls, emails or personal interaction
Maintain high level of customer service in handling client inquiries and resolution of issues/complaints

Distribute information relating to arriving and in-house groups to all team members for customer service objectives and inventory management.
Maintain a a positive working relationship with all Banff Centre departments to provide information and services to all clients
Recommend procedure changes to enable departments to function more efficiently
Conference Participant Guest Management

Act as primary resource for Conference Management Packages ("CMP") (point of contact for participants) including handling CMP reservations, billing and guest correspondence
Serve as primary point-of-contact for CMP inquiries and assist guests from initial inquiry through completion of booking, up to day of arrival
Oversee registration and check in for CMP groups on arrival at the Banff Centre. Work closely with Conferences to ensure CMP group registration and check in is handled smoothly
Coordinate tour company group reservations, liaise with Conferences to provide an updated rooming list, confirm check in process and billing arrangements
Review pre-paid reservations (Box Office and CMP guests) and ensure guest information and billing are handled correctly
Reporting, Procedures and Documentation

Perform daily reconciliation of error reports within guest accounts
Assist in the management and organization of internal documents and files
Create and distribute Standard Operating Procedures for all sections of the Guest Services department

Establish work priorities, provide relief and backfill for Front Office Supervisors, and provide assistance with Guest Services operations
Assist in preparing Group Resume Files daily and assist in training new Guest Services staff members
Perform other relevant duties as required by the Guest Services Manager that support the mandate of the Banff Centre and its ongoing success
Qualifications and Educational Requirements
3+ years of Hospitality experience, with hotel experience an advantage
Post-Secondary education is preferred
Demonstrated experience in a team environment and advanced communication and coordination/organizational skills are essential
Experience in effectively servicing large conference groups
High detail oriented with exceptional organizational skills
Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc)
Knowledge of lodging system software/applications is highly desirable
Excellent decision making and problem-solving skills with the ability to work well under pressure
Able to effectively handle competing priorities, take ownership of duties and show initiative
Strong personal integrity with an innate desire to work in an ethical and confidential manner
Proven warm and sincere verbal communication
Professional presentation and grooming, including wearing the proper uniform and name tag at all times
Special Requirements
Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.

Employment Terms & Benefits
In accordance with CUPE 4318, this is a unionized, hourly support staff position, subject to a 500 hour probationary period.
This position pays $21.84 per hour working up to 40 hours per week on a rotating schedule.
Benefits of working at Banff Centre are:
Staff housing options (based on availability)
Professional development
Staff cafeteria and restaurant discounts
Onsite fitness facility at a discounted rate – first month free for new staff
Application Process
We are accepting applications for the Guest Services Coordinator position until May 29, 2023.
Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.
All Banff Centre for Arts and Creativity Employees are encouraged to be fully vaccinated against COVID-19.

Commitment to Diversity

Banff Centre for Arts and Creativity is committed to creating an equitable, diverse, and inclusive campus for students, faculty, staff and visitors. Guided by our values, Banff Centre is rooted in Alberta with provincial, national and global impact. Our strength arises from inclusion; the diversity of people, ideas, perspectives, and cultural backgrounds in our work and team. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression to apply.

FOIP Statement

Banff Centre for Arts and Creativity, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for above. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Banff Centre. The information is subject to the Freedom of Information and Protection of Privacy Act. The information will be retained and when disposed of it is done so in a secure matter.