Cabot Revelstoke Mountain Lodge is a luxury destination property located at Revelstoke Mountain Resort, one of North America’s most iconic year-round mountain destinations. Known for its legendary powder, expansive terrain, and authentic mountain culture, RMR delivers unforgettable experiences in every season.

Cabot is a globally recognized leader in luxury golf, with a portfolio of award-winning destinations spanning North America and beyond. As part of the Cabot collection, Cabot Revelstoke Mountain Lodge reflects the brand’s commitment to excellence—offering elevated accommodations, thoughtful service, and immersive guest experiences that complement the natural beauty and adventure of Revelstoke.

Position Summary

The Guest Service Agent is responsible for delivering warm, professional, and efficient front desk service to guests throughout all stages of their stay, including pre-arrival, check-in, in-house service, and departure. Reporting to the Front Office leadership team, this role supports reservations, guest inquiries, room assignments, payment processing, guest communication, and service recovery.

The Guest Service

Agent plays an important role in creating a seamless luxury guest experience by anticipating guest needs, providing accurate resort and local information, coordinating with internal departments, and upholding Cabot’s standards of hospitality, accuracy, confidentiality, and professionalism.

Key Responsibilities

Guest Experience Deliver exceptional, personalized guest service during pre-arrival communication, check-in, in-house interactions, and check-out

Welcome guests warmly, verify reservations, complete registration, issue room keys, and provide accurate information about the property, resort amenities, services, and local area

Respond promptly and professionally to guest requests, concerns, and special service needs, escalating matters when appropriate

Support memorable arrivals and departures by anticipating guest needs and coordinating with Bell, Valet, Housekeeping, Maintenance,



Concierge, and other departments

Assist with VIP arrivals, group arrivals, special occasions, and personalized guest experiences to ensure seamless service delivery

Uphold and consistently execute Cabot’s luxury hospitality standards at the front desk and in all guest communications Front Desk Operations Carry out daily front desk duties, including arrivals, departures, room moves, billing, payment processing, key control, guest messaging, and shift checklists

Maintain accurate guest profiles, reservations, notes, traces, billing information, and folios in the property management system

Monitor room status, arrivals, departures, special requests, and service issues, communicating updates clearly to relevant departments

Handle cash, credit card transactions, deposits, and billing adjustments accurately while following company procedures and confidentiality standards

Work closely with Front Office leadership, Reservations, Housekeeping, Maintenance, Bell, Valet, Concierge, and Food & Beverage teams to support smooth guest experiences Teamwork & Communication Follow direction from Front Office leadership and support fellow front desk and guest services team members to deliver consistent service

Participate in training related to guest service standards, property systems, emergency procedures, privacy, safety, and operational expectations

Foster a professional, guest-focused, and team-oriented work environment

Communicate clearly and respectfully with guests, colleagues, and leadership across all shifts Administrative & Operational Support Complete required front desk logs, shift reports, guest request records,



billing documentation, and operational checklists accurately and on time

Communicate shift updates, guest preferences, unresolved issues, arrivals, departures, and follow-up items clearly to Front Office leadership and relevant departments

Assist with maintaining front desk supplies, guest communication materials, forms, and service recovery tools Qualifications Previous experience in front office, guest services, reservations, hospitality, retail, or customer service is preferred

Experience using a property management system, point-of-sale system, or reservation platform is an asset

Strong guest service skills with the ability to respond professionally to guest requests, concerns, and high-touch service interactions

Ability to remain calm, organized, and solutions-focused in a fast-paced workplace

Excellent written and verbal communication skills

Flexible availability, including evenings, weekends, holidays, and shift work

Strong attention to detail with the ability to handle confidential guest information and financial transactions accurately Skills &

Competencies Guest-focused mindset with a passion for creating memorable experiences

Strong problem-solving and service recovery abilities in a fast-paced environment

Excellent communication, listening, and interpersonal skills

High level of organization, accuracy, attention to detail, and time management

Ability to multitask, prioritize competing demands, and maintain professionalism during busy periods

Comfortable using computers, phone systems, email, and guest service technology Benefits Complimentary Season’s Pass to Revelstoke Mountain Resort, providing access to world-class skiing and year-round mountain experiences

Comprehensive Health, Dental, and Vision benefits following eligibility

RRSP matching program after 6 months of employment

Opportunities for career growth and advancement within a dynamic and expanding hospitality organization

📌 Cabot Revelstoke Mountain Lodge - Pre-Opening and Winter 26/27, Guest Services Agent
🏢 The Sutton Place Hotels
📍 Revelstoke