Guest Services Representative
Location
Campbell River, BC | Canada
Job description
Nestled in the Discovery Islands, Sonora Resort is a remote location accessed by water taxi from the town of Campbell River on Vancouver Island.
Our team shares a deep appreciation for the unspoiled wilderness of British Columbia. Our opulent location is an undeniable draw for those seeking an exciting career with a side of adventure. We are completely submerged in the great outdoors with easy access to hiking trails, Florence Lake, and opportunities to get on the water to explore the Inside Passage.
Each one of our team members contributes to the guest experience at Sonora Resort. Working at Sonora means you are part of a team of passionate and trained professionals focused on providing our guests with unique experiences and cherished memories. Sonora Resort is committed to creating an engaging and supportive work environment, with a focus on developing and promoting talent from within. We offer competitive compensation packages, exciting employee incentives and the opportunity to develop under the prestigious Relais & Châteaux banner.
Position Summary
The Guest Services Representative position is responsible for welcoming and rooming guests, managing check-in and check-outs, cash out procedures, and providing information about the resort. This position is also actively involved in the resort Gift Shop and will recommend and sell merchandise and assist with gift shop related administrative work as directed. They will be expected to function within a team environment and provide a world class experience for our guests.
Job Duties - Demonstrate desired service behaviors in accordance with Relais & Chateaux expectations.
- Perform all check-in and check-out tasks.
- Direct all phone reservations to the reservations team.
- Arrange personalized services and amenities for VIP guests in coordination with other departments.
- Register guests following the rooming chart; communicate any changes or back-to-back room clearances with all relevant departments.
- Know all essential aspects of our resort or hotel operations.
- Maintain updated records of bookings and payments.
- Balances cash drawer by counting cash at end of work shift.
- Responds to guest inquiries and requests in a timely, friendly, professional and efficient manner.
- Provides pre-arrival/post-arrival support by creating necessary forms and documents.
- Ensure effective working relationships and clear communication is maintained with all colleagues and departments.
- Drive small electric vehicles around the resort.
- Physically demanding and repetitive tasks, handling heavy loads, combination of sitting, walking, standing for extended periods of time, bending, crouching, kneeling.
- Trustworthy with sensitive or confidential company information.
- Excellent interpersonal and communication skills, both written and verbal.
- Professional telephone/office manner.
- Strong organizational and administrative skills with keen attention to detail.
Daily Operations – Gift Shop
- Serves customers by helping them select products.
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge.
- Processes payments by totaling purchases, processing cash, and store or other credit and debit cards.
- Assists with inventory, including receiving and stocking merchandise.
- One (1) year of experience in hotel front desk or reception settings.
- Thorough understanding of the operations of; experience in a live-in resort environment is preferred.
- High School Diploma required. Any additional education or experience in the Hospitality, Tourism, or administration would be an asset.
- Must be fluent in English, second language an asset.
- First Aid & AED certificates are an asset.
- Applicant must be legally eligible to work in Canada.
- Proficiency in Microsoft Office Suite including Word, Excel and Outlook.
This is a seasonal position that works on site at the Resort in shift work rotations. Seeking a start date as soon as possible.
- All staff are provided with complimentary single bedroom accommodations. Complimentary wifi, cable TV and internet calling provided in each staff room.
- Complimentary meals, snacks and beverages provided from our Staff Kitchen
- Shift work is required from April until October; comprised of 10 - 21 working days and 4 non-working working days, subject to change during peak season; employees are expected to be flexible in their scheduling to meet the needs of the business.
- Water taxi transportation is provided to and from Campbell River for scheduled work shifts
- Staff are required to leave the resort on their scheduled non-working days and are responsible for securing further transportation and accommodation thereafter.
- Team Amenities on site include a staff lounge, fitness facility, hot tub, outdoor staff lounge area, access to trout ponds, hiking trails and Florence lake where a canoe and stand-up paddleboards are available for staff use.
- Enjoy other great work perks such as:
- 25% off at Sonora’s Gift Shop and Island Currents Spa (Services & products)
- Special room rate for Employees & immediate family members visiting Sonora Resort
- Staff social events and opportunities to experience adventure tours & activities
- An Employee & Family Assistance Program offering counseling and mental health supports.
- Employee Referral Bonus Program
- We offer competitive wages, paid hourly, with opportunities for overtime, plus gratuities.
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