Welcome to the Oswego Hotel; your home in the heart of Victoria.

Title: Guest Services Agent:

- Full Time Permanent: Start Date: as soon as possible

TripAdvisor Best of The Best: Top 25 Boutique Hotels in Canada 2022, 2023, 2024, 2025
Great Victoria Chamber of Commerce Business of the Year: 2024 10-39 Employees

We care about our people, and we show it through perks like staff snacks, relaxation breaks, free parking (EV, too!) and monthly bus pass reimbursement, regular bonuses on your paycheque, and flexible shifts, because we know you have a life outside of work!

Position Summary

Under the direction and support of the Front Office Manager and Front Office Supervisor, as a Guest Service Agent, you will have the opportunity to welcome guests from across the globe during the beautiful and busy Victoria summer. Currently, there are two positions available, one full time permanent and a seasonal role, however, there is a strong possibility to extend the contract at the end of the term.

Responsibilities for this role include but are not limited to: creating an exceptional guest experience by ensuring that we exist in our core values of integrity, inclusion and adaptability.

Responsibilities

- Welcome, register and check out guests which includes: securing payment, sharing information on property specifics and amenities, educating on policies and agreements
- Maintain accurate records of daily transactions, interactions and requests providing detailed notes and efficient follow-up
- Creating connections through genuine hospitality
- Serve as a sales agent promoting hotel services and up-selling suite configurations
- To create, confirm and record reservations and modifications accurately
- To have exceptional product knowledge of all accommodation offerings, retail items and unit specifics
- Respond to guest services emails and inquiries in a warm, prompt, professional and accurate manner
- To maximize occupancy and monitor suite inventory to assist in maximizing room revenue




- To create an inclusive, professional team environment
- Exceed guest expectations of stellar service by providing and maintaining the highest level of professionalism
- Contribute to a positive workspace using thoughtful, effective communication skills within all property departments
- Develop and maintain strong local knowledge in order to act successfully as an Oswego Hotel ambassador and concierge
- Support a protected and free from harm working environment by ensuring all staff are working in compliance with health and safety regulations
- In depth understanding of third-party platforms and Extranet functions. Example: Expedia/ Booking.com
- Strength in understanding property management software and a reservation tape chart; extensive knowledge of WebrezPro/ Mews is an asset
- Contribute to an empowering environment and lead by example using thoughtful judgement to implement hotel policies, procedures and agreements
- Other duties as assigned

Knowledge, Skills and Abilities

- Great attention to detail
- Highly responsible and reliable
- Passionate and forward thinking
- Strong service, service recovery, and conflict resolution skills
- Passionate about the hospitality and tourism industries
- Ability to work successfully in a fast-paced setting in both an individual and team energetic
- Excellence in multitasking
- Willing and able to work a flexible schedule that will include weekends and evenings
- Ability to carry out instructions and execute accurately
- Excellence in time management
- Ability to stand for an extended period of time, lift up to 50lbs and perform repetitive movements

Pay: $20.00-$22.00 per hour

Expected hours: 40.0 per week

Benefits:

- Commuter benefits
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program

Application question(s):

- Are you legally authorized to work in Canada?

Experience:

- Hospitality: 1 year (required)

Work Location: In person

📌 Guest Services Agent (Canada)
🏢 The Oswego Hotel
📍 Canada