Guest Service Agent

The Guest Service Agent plays a key role in creating exceptional guest experiences from arrival to departure. This position is responsible for providing friendly, efficient, and accurate service while supporting various guest service functions including front desk operations, lobby services, switchboard, night audit, and security support.

The ideal candidate enjoys working with people, is detail-oriented, and thrives in a fast-paced hospitality environment.

Key Responsibilities

Guest Experience

• Provide warm, professional service that exceeds guest expectations through attentive communication, problem-solving, and efficient service.

• Recognize and respond to guest needs to ensure a positive and memorable stay.

• Assist in resolving guest concerns and help regain the loyalty of dissatisfied guests.

Front Desk Operations

• Complete guest check-ins and check-outs accurately and efficiently.

• Process reservations and maintain guest accounts in accordance with hotel credit standards.

• Identify opportunities to enhance the guest stay through thoughtful upselling of rooms, services, and amenities.

Switchboard & Communication

• Answer and direct incoming calls in a courteous and professional manner.

• Provide information to guests and callers about hotel services and local attractions.

• Manage wake-up calls, guest messages, and internal communications.

Lobby Services

• Greet guests warmly upon arrival and assist with requests, information, and directions.

• Support lobby operations including luggage assistance, deliveries, and valet coordination where applicable.

Night Audit (Overnight Shifts)

• Complete nightly financial and system reconciliation.

• Close the business day and prepare systems and reports for the next operating day.

• Monitor in-house guest accounts during overnight operations.

Security Awareness

• Maintain a visible and reassuring presence within guest areas.

• Conduct routine patrols when required and address disturbances or noise complaints.

• Assist in protecting hotel property and ensuring guest safety, contacting appropriate authorities when necessary.

Hotel Knowledge & Sales

• Maintain a strong understanding of the hotel’s facilities, services, and local area attractions.

• Promote hotel services and amenities to maximize guest satisfaction and revenue opportunities.

Safety & Team Support

• Follow all emergency procedures and safety standards.

• Report incidents, accidents, hazards, or concerns promptly.

• Assist with additional duties as assigned by the Guest Services Supervisor or management team.

What We're Looking For:

• Strong customer service and communication skills

• Friendly, professional, and approachable demeanor

• Ability to multitask and stay organized in a fast-paced environment

• Problem-solving skills and sound judgment

• Flexibility to work various shifts, including evenings, weekends, and overnights

What We Offer:

We want you to feel valued here and to enjoy the benefits of being part of a strong and supportive team. You can expect:

• Employee benefits after six months of employment
• Discounted underground parking
• Employee Referral Program
• Access to the hotel gym and pool outside of working hours
• Occasional perks and employee appreciation surprises
• A workplace culture rooted in hospitality, trust and continuous growth

Our Commitment to Inclusion:

The Prince George Hotel values the diversity of people and communities and is committed to excellence and inclusion in our company. We are committed to an environment that is barrier free. If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation. Applicants are encouraged to self-identify.