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Guest Services Agent

Banff Centre for Arts and Creativity
Banff, AB

Apply Now

Job details

Full-time
11 days ago

Benefits

Housing allowance
Employee assistance program

Skills

Microsoft Excel
Microsoft Office
High school diploma or GED
Guest services
Communication skills

Full job description

Guest Services Agent

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, Rockyview District 4. We acknowledge all Nations who live, work, and play here, help us steward this land, and honour and celebrate this place.

The Opportunity

Banff Centre is looking for a Guest Services Agent to assist with the efficient processing of all guests while understanding their diverse needs and expectations. Often the first and most important perception of Banff Centre for these guests, our agents must be flexible, polite and have a natural inclination to respect all types of clientele. Guest Services Agents are responsible for the efficient check-in and out of all guests staying on property, while also acting as a Switchboard Operator, and dispatching emergency calls and situations as required.

Roles and Responsibilities

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

Customer Service

Welcome and acknowledge each guest according to Banff Centre’s culture of exemplary customer service, including artists, conference guests, research, leadership and transient guests
Address complaints and issues in a sensitive, courteous manner and assist in the resolution of those complaints where possible
Keep up-to-date records for guests with mobility issues and allergies. Notify relevant departments of special requirements
Keep informed on all events happening at the Banff Centre on a daily basis
Handle room changes as required

Communication

Keep Housekeeping informed of special requests, room changes, early check outs and stay overs
Maintain open communication with all group coordinators and Conference Service Managers
Inform guests of all Banff Centre policies where required (i.e. cancellation penalties)
Ensure Management is made aware of any relevant feedback or concerns from guests and other departments

Guest Services

Efficient and friendly check-in and check-out of all Banff Centre guests
Provide proper information and service to guests regarding their program or conference
Payment management by handling cash, cheques and Debit/Credit cards
Make changes to guest stays (e.g. extend or shorten stays)
Post and verify guest accounts
Act as Switchboard Operator as needed (answering console, setting wake ups)
Handle emergency calls and deal with emergency situations
Maintain cleanliness of all Guest Services spaces
Take guest reservations ensuring that correct guest types, segment codes, and group booking codes are used
Initiate group files and Conference Management Packages
Process Conference Registration fees for Conference Management Packages
Respond instantly to all requests and changes regarding any aspect of the Banff Centre
Evaluate all options in room allocations on a continual basis
Process reservation cancellation charges

Other

Respond to emergency calls and situations as required
Keep apprised of room availability and in-house groups on a daily basis
Perform other relevant duties as required by the Guest Services Manager that support the mandate of the Banff Centre and its ongoing success

Qualification and Educational Requirements

Previous Guest Service experience preferred
High School Diploma
Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc)
Knowledge of lodging system software/applications is highly desirable
Highly detail oriented with exceptional organizing skills
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 $19.29 per hour working up to 40 hours per week on a rotating schedule.
Benefits of working at Banff Centre are:
- Transitional staff housing options (based on availability)
- Employee Assistance Program
- 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 Agent position until a suitable candidate is found.
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.

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.

Privacy Statement

Banff Centre is a public body pursuant to the Protection of Privacy Act (Alberta) (“POPA”) and the Access to Information Act (“ATIA”). All of your personal information collected by Banff Centre, including personal information collected through third-party contractors or platforms, in relation to the creation of your candidate profile and submission of a job application, is collected pursuant to section 4(c) of POPA for the purpose of administering your candidate profile, evaluating your eligibility for a position(s) at Banff Centre, and communicating with you about your application. Your personal information may be disclosed, as required, pursuant to ATIA or other applicable law, to satisfy reporting requirements, or for statistical, funding, planning or research purposes.

If you have any questions about the collection, use or protection of this information, please contact the Privacy Coordinator at [email protected], 107 Tunnel Mountain Drive, Box 1200, Banff Alberta, T1L 1H5, 403.762.6100.

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