About this role
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
Pay: $19.00-$20.00 per hour
Benefits: * Dental care * Extended health care * Life insurance * Paid time off
Work Location: In person