Guest Services Agent
The Kenrick Hotel – Banff, Alberta
Pay: CA$19.00–CA$20.00 per hour
Job Type: Full-time, Permanent
Expected Hours: Approximately 35 hours per week
Position Overview
At The Kenrick Hotel, luxury is personal. As a Guest Services Agent, you will play an important role in creating thoughtful, seamless, and memorable guest experiences from pre-arrival through departure.
This position combines front desk, guest arrival, concierge, and reservation responsibilities. You will assist guests with accommodations, local recommendations, dining and activity arrangements, transportation, special occasions, and general inquiries while maintaining a polished and professional level of service.
Key Responsibilities
- Welcome guests warmly and professionally, creating a smooth arrival and departure experience.
- Complete check-ins and check-outs, room changes, payment processing, and billing inquiries accurately.
- Assist with hotel reservations, availability inquiries, room types, packages, promotions, and guest requests.
- Provide personalized concierge services, including restaurant reservations, transportation, tours, activities, spa experiences, and local recommendations.
- Communicate with guests before arrival to assist with itineraries, celebrations, special requests, and transportation arrangements.
- Maintain strong knowledge of Banff attractions, restaurants, events, seasonal activities, and hotel offerings.
- Respond to guest inquiries by phone, email, and digital messaging in a timely and professional manner.
- Anticipate guest needs and identify opportunities to personalize their stay.
- Handle guest concerns with professionalism, empathy, and confidence while following established service recovery standards.
- Coordinate luggage assistance, deliveries, amenities, lost and found, and other guest requests.
- Maintain accurate cash handling, payment processing, and end-of-shift reconciliation procedures.
- Communicate effectively with Housekeeping, Maintenance, Food & Beverage, and other hotel departments.
- Maintain knowledge of hotel emergency and safety procedures.
- Support a professional, collaborative, and guest-focused working environment.
Qualifications
- Genuine interest in luxury hospitality and personalized guest service.
- Excellent verbal and written communication skills.
- Professional, approachable, and confident when interacting with guests.
- Strong organizational skills and attention to detail.
- Ability to remain calm and solution-focused in a fast-paced environment.
- Strong knowledge of Banff and the Bow Valley, or a willingness to learn.
- Previous hotel, front desk, reservations, or concierge experience is preferred.
- Concierge or luxury hospitality experience is considered a strong asset.
- Experience with MEWS PMS is considered a strong asset.
- Comfortable using Microsoft Office, Outlook, and Teams.
- Fluent in English; additional languages are an asset.
- Ability to stand for extended periods and lift up to 50 lbs.
- Flexibility to work mornings, evenings, weekends, and holidays.
Additional Pay
- Commission opportunities
- Tips
Benefits
- Dental care
- Extended health care
- Disability insurance
- Life insurance
- Vision care
- Paid time off
Schedule
- 8-hour shifts
- Morning, day, and evening shifts
- Weekends and holidays
- Rotating schedule
Work Authorization
Applicants must be legally authorized to work in Canada. Employer sponsorship is not available for this position.
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Work Location: In person
